Key Purpose
To lead a customer focused team in providing user support services while managing SLAs to ensure the achievement of strategic and operational business objectives.

Key Responsibilities:
- Customer Support
- People Management
- Continuous Improvement

Specific Outcomes:
- Manage third party outsource contract
- Manage helpdesk performance and service delivery
- Ensure agreed resolution of incidents within SLAs
- Manage service improvement programme of helpdesk
operations
- Ensure appropriate methodologies are applied within
helpdesk operations
- Manage maintenance and support of helpdesk systems with
Facilities and Infrastructure Manager
- Provide input into availability and capacity requirements
(infrastructure)
- Develop and grow own and department’s
- Incident Management
- Service Level Management
- Service Desk
- Define process measures for reporting
- Define required process maturity
- Review process performance
- Review identified areas for process improvement via
Continuous Service Improvement Programme (CSIP)
- Mentor process managers
- Provide input to process CAB meetings, where required
- Review and ensure maintenance of process documentation
- Report monthly process performance in Mancom
- Manage all ITIL process performance in own department
- Identify areas for process improvement in own department
- Define departmental plan
- Develop departmental budget
- Align departmental plan with overall
IS strategy and business plan
- Provide input to overall IS strategy and business plan
- Manage department resource requirements
- Review department time allocation reports
- Manage departmental service delivery
- Facilitate knowledge and skills transfer within department
- Manage KRA cycle
- Perform performance appraisals
- Foster team building
- Foster relationships with business management
- Execute allocated relationship management responsibilities
- Manage workload of department
- Mentor team members
- Manage employee and own career development
- Manage employee and own skills development
- Participate in mentoring sessions by CIO
- Manage departmental contribution to overall IS performance
- Review identified opportunities to improve service delivery
costs
- Solicit agreement from IS management team to improve
service delivery costs
- Review identified opportunities to improve customer service
- Solicit agreement from IS management team to improve
customer service
- Define and agree SLAs with IS managers and business
- Communicate SLAs to department
- Review departmental performance against SLAs
- Liaise with service level manager to keep SLAs current

Education & Experience:
Degree/ Minimum 7 years industry/functional IT experience 5 years Management/leadership experience
Level 6 /Certified

Knowledge, Skills & Attributes :

Knowledge :
- Service Portfolio and Catalogue and SLAs
- User support applications (Remedy)
- Measurement tools
- SLA Dashboards and Scorecards
- Software Asset Management
- Configuration Management

Skills:
- Service orientation skills
- Mentoring and coaching skills
- Operational delivery focus

Attributes:
- Technical aptitude
- Customer focus
- Leadership ability
- Learning orientation