Assistant Manager – Service Support at Kenya Revenue Authority (KRA)

Job Summary

The Assistant Manager – Service Support is responsible for ensuring provision of ICT services in the respective station through development and implementation of strategies to meet the day-to-day business requirements to sustain customer satisfaction and provide of end user support.

Key Responsibilities

• Review the ticket compliance reports from various teams, consolidate, prepare periodic reports and follow up on resolutions of incidents in the areas of operation.
• Configuration and deployment of new end user equipment to according to KRA standards and policies.
• Manage the annual preventive maintenance exercise for the station and compile reports on the same and update the asset register where necessary
• Liaise with the Manager, Service Support, Nairobi, Central & Norther (NCN) Region for provision of resources necessary for the Service Support office to ensure efficient and effective delivery of ICT services with view to enhance system availability and reliability in the Authority.
• Provide next escalation level for ICT Service Support Supervisors.
• Prepare monthly, quarterly and annual unit reports
• Supervise, mentor, coach and promote talent growth of staff in order to support business through excellent customer service
• Conduct performance management for direct reports to ensure that the mutual needs of the staff and Authority are being met
• Formulate and implement work plans for the service support unit.
• Support Maintenance  up to date asset register of end user equipment in their area of operation by processing deployments/relocation as per the KRA ICT standards and policies.
• Respond to audit queries assigned within the stipulated deadlines.
• Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements
• Facilitate implementation of the work plans for the following corporate initiatives in the unit: Audit, Integrity, QMS and Risk Management.

Academic &Professional Qualifications

• Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Electrical / Electronic Engineering, Telecommunications or any other related IT field from a recognized Institution

Required certifications

• IT Governance e.g. ITIL OR COBIT,
• Microsoft SharePoint Administration
• At least one of the following certifications: CompTIA A+, CompTIA N+, MCSE or MCSA

The following certifications will be an added advantage:

•        Project Management e.g. Prince2, PMP

Relevant Work and Technical Skills Required

• The job holder should have at least four (4) years’ progressive experience in a busy IT environment, with at least one (1) year in a supervisory role
• Competence in Windows Active Directory Management Tools plus creation and deployment of Group Policy Objects
• Conversant with process automation and experience working with automation tools such as MS SharePoint, System Center Configuration Manager(SCCM) or System Center Operations Manager (SCOM)
• Working knowledge in IT Service Management Systems. Mastery in creation of dashboards, Configuration Management, Automated workflows and Reporting
• Hands on experience supporting enterprise Email Systems (Server and Client) such as Domino Lotus Notes/ MS Exchange/ Microsoft 365. Troubleshooting server side relayed issues up to and including secure email gateways and smart hosts.
• In-depth knowledge and experience in setup and troubleshooting of complex Local Area Networks and Wide Area Networks

Competencies

The job holder must:

• Possess excellent listening and questioning skills, combined with the ability to interact confidently with users to establish what the problem is and explain the solution
• Exhibit the ability to work well in a team and work under minimum supervision
• Possess sharp problem solving skills
• Display a strong customer focus character
• Demonstrate ability to prioritize workload