IT Help Desk Manager at BURN

Service Management:

Set up and maintain high-performing service support functions including an IT Service Desk, Desktop Support and VIP Support for ERP, cloud infrastructure, loan management platforms, CRM and mobile applications.
Develop, implement and maintain the Incident, Request, Change and Escalation processes and policies, ensuring high levels of performance, accurate reporting, and establishing service improvement activities when required.
Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders and conducting post-incident reviews.
Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed. ” Champion Service and Support in projects. Develop a strong understanding of projects impacting your service area and ensure that service impact is minimised and agreed.
Own Change Management and establishment of IT CAB (Change Advisory Board), drive CAB meetings.
Be accountable for the quality of IT Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
Drive internal and third-party service review meetings covering performance, service improvements, quality, processes and adherence to policies.
Oversee training, performance evaluation and professional development for the help desk team.

Performance and Quality:

Manage and Cultivate a high-performing team, investing the time to ensure efficient team utilization and productivity.
Collaborate with internal and third-party teams to ensure actions are taken and completed to protect and improve services.
Provide regular and accurate management reporting on IT Service Delivery Performance (to IT Steering Committee and wider stakeholders at BURN.
Maintain an active knowledge base for all key BURN Systems.

Technical:

Establish a technical infrastructure platform for monitoring system uptimes should cover networks and associated applications in liaison with the NOC team
Experience with payment systems, SMS and IoT gateways

Key Performance Measures:

Achievement of IT Service Desk SLAs for incidents and service requests
User satisfaction scores that demonstrate high-quality IT Service Desk performance
No system downtime due to uncontrolled change
Documented standard operating procedures.
Document service catalogue
Document and test disaster recovery plans for all BURN systems
Weekly and monthly system performance reports
Qualified Female Candidates encouraged to Apply