Brites Management IT Supervisor Jobs in Kenya
Duties and Responsibilities
Maintain IT policies and procedures consistent with Company policy
Develop Standard Operation Procedures (SOP)
Develop standard operating procedures and ensure team members follow company standard ‘best practice’
Confer with and supervise subordinates on administrative policies and procedures, technical problems, priorities, and methods
Provide support and guidance to other team members in the Software Development
Lifecycle processes such as reviewing, designing and testing
Performance, scalability, durability, and testing of solutions
Cross-function engagement as it will be aligned predominantly to the Marketing & Sales business partners, and application delivery teams
Lead the incidents management process for all incidents to resolution
Manage all other incidents and user requests to timely resolution
Ensuring correct execution of Incident Management Process using operational guidelines
Establishes, plans and implements the policies and procedures to support the operation of the Service Desk
Develop and enhance guidelines to ensure all knowledge base documentation and troubleshooting procedures are current and accurate
Ensure timely and appropriate escalation, communication and closure of incidents having business impact
Measure and monitor Service Level Agreements
Provide daily, weekly and monthly Service Level Reports
Quality Call Monitoring of support personnel
Monitor for availability, response times and problem trends
Initiate the Problem Management process to review root cause analysis and drive continuous improvements by eliminating recurring incidents
Drive timely communication and appropriate level of reporting for IT and Business Stakeholders
Utilize and leverage resources and personnel to meet SLA’s, accomplish goals and tasks in a timely fashion
Maintain a high level of professionalism and be accountable for actions
55% Incident & Service Request Management and Team management, resolve proactive/ monitored issues, identify & escalate reoccurring problems, and resolve issues reported by other IT teams or trading partners
Adaptable and curious with a strong desire to learn more than taught
Keen Sense of priorities coupled with focus on relentless determination
Resiliency to learn, recover, and take the risk to grow outside their comfort zone
Pursue and reinforce collaboration with a focus on creating a positive customer experience
Change leadership in a highly complex, ever evolving environment.
Key Requirements Skills, experience and qualification
IT Audit experience related to General Controls, Privacy, HIPAA, GLBA
ITIL incident management, including upholding SLAs
Microsoft and OS X based operating systems
Computer imaging and onsite and warranty for end user equipment
Researching complex issues with end user software and hardware
Demonstrates clear desire to be a team leader in customer service and execution of IT support and takes on advanced responsibilities
Experience in a Project Manager or delivery role is necessary
Strong facilitation experience and active listening skills
Strong team building and relationship management skills
Creative and Flexible in approaching different situations
5 years of practical work experience in IT.
Previous supervisorial experience highly preferred.
How to Apply
For more information and job application details, see; Brites Management IT Supervisor Jobs in Kenya
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