Lead Business Support

Introduction

Purpose of the Job : The Lead : Business Support is accountable to ensure the team provides IT end-user support to internal and external users of ICT services and ensure service availability.

Responsible for maintaining customer satisfaction standards and for ensuring that an organization's quality of service meets customers' requirements.

Duties & Responsibilities

• Key Performance Areas
• Policy Review and Implementation
• Contribute to the development and implementation of departmental policy, standards & procedures and processes
• Keep up to date with effective policy and practice execution strategies
• Customer Service
• Prioritize and allocate work to technicians
• Develop and maintain relationships with customers and third party
• Manage IT Incidents and requests
• Hold Service Level Management meetings with management team
• Train users on Technology used (Informal)
• Establish and facilitate user forums
• Adopt a proactive approach to prevent problems from arising
• Assist in the gathering of business requirements
• Ensure IT Service availability and continuity
• Implement and enforce ITIL based processes for IT support processes
• Ensure that business service requirements are defined and actively managed
• Act as an escalation point for any ICT service issues within the region of responsibility
• Research and Development
• Research solutions that best support the business
• Research on new problems / challenges as they occur
• Share information with technical staff and document solutions found
• Offer feedback on future product development, features and functions
• Business Support Administration
• Manage SLA
• Attend service / contract management meetings
• Budget input for area of responsibility
• Manage budget
• Manage processing centre and CEC ICT assets
• Manage ICT Risk register
• Address audit findings
• Manage Projects
• Assist with Pre-Procurement documentation and Technical Evaluations
• Reporting
• Prepare and submit regulation reports as and when required to provide progress updates and / or inform management decisions
• Develop reports / policies / procedures and guide the process through the alignment of the documents to the overall business Strategy
• Develop functional reporting systems, for management, projects or performance reporting
• Prepare proposals, briefings, presentations, reports, and other documentation and provide management information both verbally and in report format
• Stakeholder Management
• Facilitate and manage communication with relevant internal and external stakeholders and progressively manage the relationships
• Manage relationships with vendors, service providers or procurement teams and ensure that all relevant procured items are invoiced and paid on time and communicate with all levels of stakeholder contact
• Represent the Fund in relevant external activities and events
• People management
• Ensure that good employee relations are maintained
• Provide ongoing operational support to employees
• Ensure that allocated resources are used optimally through enforcing monitoring systems in place

Experience

Relevant 5-7 years' experience in ICT support environment of which 2 years must have been on supervisory level / area of expertise.

Competencies

Values

Desired Experience & Qualification

Package & Remuneration

Market Related

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