Team Leader, Service Desk at NCBA Group

Job Purpose Statement

The Team Leader, Service Desk role is responsible for the Digital Business centralized IT Service Monitoring; The primary objective of the role is to monitor the quality of all the IT services and taking the necessary actions in the case of service disruptions or degradation in order to decrease the MTTR (Mean Time to Recovery). The role establishes develops policies for implementation based on the ITIL framework, designed to ensure consistently high service performance, ensure the effective and efficient management of all aspects of IT service monitoring and major incidents management to develop quality improvement processes and ultimately improve outcomes for clients

Ideal Job Specifications

Academic:

• A Bachelor’s degree in Computer Science, Information Technology or related field.

Professional:

• ITIL Foundation a must.
• ITIL service practitioner would be an added advantage.
• Adequate understanding of the various banking business systems and computer operations processes.
• Sound knowledge of Information technology and related support architectures.

Desired work experience:

• 4 years’ relevant experience with 2 years’ in a service management/monitoring role