SUMMARY:
The purpose of the Head of End User Computing or Desktop Support is to oversee and manage the operations of the desktop support team, who provides technical assistance and support to end-users within an organization to ensure they are productive and efficient. The primary responsibility of the Head of End User Computing is to ensure that the desktop support department is delivering quality services to end-users, meeting service level agreements, and resolving technical issues in a timely manner, while also ensuring that the desktop support team is operating effectively and efficiently. The Head of End User Computing is responsible for setting the strategic direction for the desktop support team, which includes establishing goals, policies, and procedures. They must also ensure that the team is following best practices for incident management, problem management, and change management.
POSITION INFO:
KNOWLEDGE & EXPERIENCE:
- At least 10 - 15 years’ demonstrated experience in the ICT sector with relevant experience in the management of, Call Centres, Field support solutions, Logistics & Projects and services in complex and geographically dispersed enterprise environments (including various services, solutions, industry frameworks and client verticals)
- Financial Management
- Project Management
- Quality management and Operational excellence
- Driving efficiencies through innovation and productivity improvement – Continuous Improvement
- Exceptional understanding of ICT support and field service management concepts, as well as underpinning international industry practices, frameworks and standards
- Highly innovative, result-driven and versatile professional
- Understanding of logistics and warehouse management
- Clear understanding of value chain
FORMAL EDUCATION:
- Degree /Diploma in Information Technology is a requirement.
- MBA / MBL, business administration or similar will be advantageous
TECHNICAL CERTIFICATION:
- Information Technology Infrastructure Library (ITIL)
- Project Management Professional (PMP)
ACOUNTABILITIES:
Key Objective
- The key objective is to ensure that end-users and clients have access to the necessary technology tools and support to perform their job functions efficiently and effectively. This includes providing technical support to end-users, managing the desktop support team, and ensuring that the organization's IT infrastructure is reliable, secure, and meets the needs of it’s clients, plan and budget for support services, manage requirements and service contracts, deliver in terms of agreed contracts and ensure conformance to governance mechanisms.
ICT systems quality
- Ensure correct operations which comply fully with specific needs and outcomes in terms of the development, integration, security and overall management of ICT systems.
Improve business processes
- Optimise the series of operations of the organisation to achieve efficiency. Analyse and adapt existing business operations in order to set new objectives and meet new goals.
Project management
- Standardise project management processes and practices
Maintain relationship with suppliers
- Build a lasting and meaningful relationship with suppliers and service providers in order to establish a positive, profitable and enduring collaboration, co-operation and contract negotiation.
Finance
- Conduct cost estimates and budget planning. Monitor the budget, as well as costs and expenses. Forecast the budget development continuously. Report on the budget.
- Financial management – accountable for operating expense against a negotiated and agreed group operating budget.
- Maintain a consolidated view of costs and risks across lines of service which includes performance of financial analysis in collaboration with service and client delivery management
- Manage support services area in a cost-effective manner applying relevant methodologies and leverage off economies of scale
- Full profit and loss responsibility, for all accounts.
- Successful SLA delivery (time and cost).
- Mitigation of penalties
Client Relationship
- Provide internationally recognized service delivery.
- Ensure that Customer support services proficiency is professionally demonstrated to Gijima clients
- Effective engagement with all Business units and their relevant teams
- Manage the intricate relationship of employee satisfaction/ client satisfaction
- Maintain and retain relationships with clients and business areas to ensure account and contract retention
- Plan, direct, monitor, deliver and report on achievements
- Adhere to agreed escalation processes both internal and client
- Regular client interaction with Customer Support Operational teams to interpret client's requirements and position value propositions
Internal
- Establish, consolidate, standardise and optimise the ICT support service management function and processes of Gijima
- Provide overall leadership, control, decision making and take accountability for technical delivery on End User Computing commitments and Service Levels within End User Computing
- Monitor, evaluate and report on conformance to agreed organisational practices and engagement models Initiate and drive actions to address non-conformance (consequence management)
- Identify risks and escalate to Managing Executive for action.
- Establish a strong working relationship within End User Computing, as well as between the other business areas.
- Ensure projects deliver superior solutions to clients that add business value
- Standardise project management processes and practices across business and clients
- Stock control and stock level management
- Identify risks and escalation of risks to appropriate areas
Quality control
- Ensure effective quality management control to optimize world class service delivery.
- Establish and maintain a knowledge management system
- Leverage off economies of scale
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