Position: IT Service Desk Supervisor
Industry: Retail (Modern Supermart)
Location: Lagos, Nigeria
Job Type: Full Time
Job Description (Summary)
As the IT Service Desk Supervisor, you will manage the service desk team to provide prompt technical support for store and HQ staff. You will oversee incident management, maintain documentation, and drive continuous improvement to ensure the seamless functioning of IT services within the company.
Supervision & Team Management:

• Manage and supervise the daily activities of the IT service desk team, assigning tasks, monitoring performance, and ensuring adherence to service level agreements (SLAs).
• Lead and mentor the service desk team, ensuring high levels of professionalism and technical proficiency.

Technical Support:

• Provide frontline technical support for store and HQ staff, resolving hardware, software, and network-related issues promptly to minimize disruption to retail operations.
• Ensure rapid response and resolution for any IT-related incidents or service requests.

Incident & Service Management:

• Oversee the logging, tracking, and resolution of IT incidents and service requests, ensuring timely resolution and escalating issues as needed.
• Ensure efficient incident management procedures are followed, with a focus on minimizing impact on business operations.

Training & Development:

• Conduct training sessions for store staff on IT systems, software, and best practices to enhance their technical skills and reduce the recurrence of common issues.
• Keep the team up to date with new systems, procedures, and technological advancements.

Documentation & Reporting:

• Maintain detailed records of IT incidents, service requests, resolutions, and service desk activities for future reference and reporting purposes.
• Generate reports to monitor performance against SLAs and identify areas for improvement.

Vendor Management:

• Liaise with third-party vendors and service providers for hardware repairs, software updates, and IT system maintenance, ensuring timely issue resolution and service continuity.
• Coordinate with external suppliers to ensure timely procurement and delivery of IT resources.

Continuous Improvement:

• Identify opportunities for process improvement and implement strategies to enhance the efficiency and effectiveness of the IT service desk.
• Monitor feedback from users and team members to drive improvements in service delivery.

Required Qualifications & Experience
· Bachelor's degree in Information Technology or a related field.
· 8-10 years of experience in IT service delivery, with significant experience managing service desks and support teams.
· Proven knowledge of IT service delivery and technology infrastructure.
· Strong problem-solving skills with a focus on incident resolution.
· Excellent leadership and team management skills, with a focus on client satisfaction.
· Knowledge of technology architecture and infrastructure management.
How to Apply ( The entire process will only take a few minutes)
Interested and qualified candidates should forward their resume to: recruitment@blakskill.com using the job title as the subject of the mail.
Job Type: Full-time
Application Deadline: 26/09/2024