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 quoting the job title as the subject line on your email

To apply for this job email your details to