Manager – Service Support - (Western Region) at Kenya Revenue Authority (KRA)

Job Summary:

Responsible for coordinating and managing ICT user support and asset management in the Region of responsibility.

Key Responsibilities:

1. Define and regularly review incident and service request classification, prioritization schemes and criteria for problem registration to ensure consistent approaches for handling, informing users and conducting trend analysis.
2. Review the unit’s KPIs, procedures and processes to guarantee their relevance as well as ensure continual improvement.
3. Direct the Service Desk function to ensure Incident, Problem, and Knowledge Management functions are effectively carried out.
4. Manage the asset management process for ICT end user devices by monitoring and maintaining information on all the resources needed to deliver services.
5. Facilitate formulation and development of the procedure manual for the service support unit.
6. Set performance targets for direct reports and ensure that they are achieved.
7. Develop the annual work plan for the Service Support unit.
8. Coordinate with the KRA Regional and Station Managers to ensure that ICT services are provided promptly.
9. Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.
10. Prepare monthly, quarterly and annual sectional reports
11. Develop, mentor, coach and promote talent growth among staff in order to support business through excellent customer service
12. Conduct performance management in the unit to ensure that the mutual needs of the staff and Authority are being met.
13. Coordinate Corporate initiatives within the unit such as Audit, Integrity, QMS and Risk Management

Academic and Professional Qualifications

• Bachelor’s degree in Computer Science, Information Technology or any other IT related field.
• Master’s degree in Computer Science, Business Administration or related Postgraduate degree will be an added advantage

The following certifications will be an added advantage:

• IT Governance & Service Level Management i.e. ITIL, COBIT or equivalent
• Microsoft certifications; Certified Systems Engineer(MCSE), Microsoft Certified Solution Associate(MCSA), Microsoft Certified Solution Developer (MCSD)
• Business Systems Analysis i.e. CBAP Certification / Training
• Project Management i.e. PMP or Prince 2

Relevant Work Experience Required

• The post holder should have at least five (5) years’ progressive experience in a busy IT environment in which two (2) should be at First Level Management.
• 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)
• Knowledge and experience in setup and troubleshooting of Local Area Networks and Wide Area Networks
• Proficiency in IT Service Management Systems
• Hands on experience supporting enterprise email systems (server and client) – Domino Lotus Notes, MS Exchange, Microsoft 365

Competencies

The job holder must:

• Possess strong leadership and managerial skills
• Have strong analytical and problem solving skills
• Capable of making decisions in complex situations
• Display excellent communication and interpersonal skills
• Exhibit exceptional organizational and administrative skills
• Possess good negotiation skills
• Have good business knowledge