Job Summary

The African Talent Company is looking for an End User Support Team Leader to be based in Mbeya, Tanzania

  • Minimum Qualification: Bachelor
  • Experience Level: Management level
  • Experience Length: 3 years

Job Description

Job title:  End User Support Team Leader

Country/Corporate/Region : Country

Country: Tanzania

Function: Information Technology

Department: ITSC-MEA

Directly reporting to: End User Support Area Coordinator

Other reporting lines: 

Estimated Management Level: G


SUMMARY OF THE JOB 

The End User Support leader is the key contributor in his/her operating country (OpCo) of responsibility receive the right level of support. The main objectives of this position are:


● Support user requests and incidents on time and with excellent quality

● Ensure the appropriate level of communication with the users.

● Ensure to the Service Level commitments defined with the users.

● Manage the local IT equipment (databases, servers, network) not in control of the Global I&O teams.

● Support OpCo Local Applications .


MAIN ACTIVITIES / RESPONSIBILITIES

The country of  responsibility is Tanzania


● Manage the local IT support teams in the Country  to ensure best quality support.

● Set a functional service desk, field services and first level of support team in the country.

● Ensure the coordination of 1st, 2nd and 3rd level support for the incidents originated in the country.

● Work proactively on root cause analysis, problem solving and standard operating procedures creation.

● Monitor the local applications environment in his country

● Handle the communication to end users and other IT departments

● Ensure the Service Level commitments are respected

● Guarantee that the local IT support  teams in his country follow the security, internal control and standardization principles defined by the group and regional teams.

● Promote and deploy a culture of the control and risk management in his country, to ultimately change behaviors and imbed Internal Control good practices in the day-to-day IT operations

● Define and Implement service enhancements that will improve the reliability, usability, security, supportability and performance of the desktop environment.

● Participate and facilitate  the cross functional work between the I&O (infrastructure and operations) operating areas

● Work on the efficient transfer of delivered services into the run organization (service introduction)

● Managing related suppliers, their costs and performance

● Recruiting, coaching, developing and motivating employees within own country of responsibility and creating a work environment that retains the key personnel required to deliver value added innovative IT services across the business


JOB DIMENSIONS

Budget 

Expenses Budget: N/A

Key figures (e.g. IT User, IT Sites, and Businesses): 

1. 1 country, 8 sites( RMX, Terminals, Plants Offices), 600 users

List of direct reports: 

Estimated number of employees to be managed:  1 


Key interfaces, stakeholders and relationships:

● Internal: All IT functions like EA, Applications, Infrastructure, IT Security and. Regional service management teams, business functions, ITSC management. All business functions in the OpCo.

● External: Local vendor management

PROFILE REQUIRED 

Level of education/qualifications normally required:

● Graduate degree in Business or Management, Computer Science, Engineering or related discipline with an IT focus

● Certifications: ITIL; CoBIT, CMMI. Cisco and Microsoft Certifications (CCNA, CCNP, MCSE, SQL), DB administration, Linux/UNIX OS and virtualization  are a plus.

Specific work experience: 

● Broad technical knowledge of IT

● Understanding of IT services, technology and solutions

● End User services experience

● 3 years work experience in a related industry setting (cement, aggregate, ready-mix) is a plus


Technical / functional skills: 

● Ability to conduct research into application development issues and products

● Deep understanding of running IT services in regards to technology and processes

● Strong analytical, design and development skills including troubleshooting and integration of IT services

● Strong competency in developing efficient and effective solutions to diverse and complex business problems

● Ability to develop and implement IT policies and governance


Behavioral / managerial competencies:  

● Ability to communicate openly and effectively with IT  management, Business Units management, with other IT managers, with staff, and with many diverse constituencies

● Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure availability of the service in accordance to service level commitments

● High willingness to drive transformation and service improvement

● Strong customer / end-user / client service orientation

● Highly self-motivated and directed

● Keen attention to detail

● Capability for problem solving, decision making, sound judgment, assertiveness


Linguistic skills: 

● English


Mobility requirements (time spent travelling internationally, nationally etc.): 

● National travelling to plants and offices.


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