Brites Management Jobs-IT Supervisor

  • Full Time
  • Nairobi

Brites Management

IT Supervisor 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.

Method of Application

If you meet the above qualifications, skills and experience send CV urgently to jobs@britesmanagement.com quoting the job title as the subject line on your email

To apply for this job email your details to jobs@britesmanagement.com