Job Description

PZ Cussons Nigeria Plc is looking for a talented and passionate IT Support Manager This role presents an exciting opportunity for a proactive leader with a strong technical background to contribute to the growth and success of our organization. The IT Support Manager at PZ Cussons Nigeria Plc will be responsible for overseeing the day-to-day operations of the IT support team, ensuring the timely resolution of technical issues, and maintaining high levels of customer satisfaction. The ideal candidate will possess a comprehensive understanding of IT systems, strong leadership skills, and a passion for delivering excellent customer service. This position involves managing support staff, implementing best practices, and collaborating with other IT teams to enhance overall organizational efficiency.

Job Responsibilities

• Ensuring network availability at all sites is the duty of this function.
• Within the direction of: IT Site Support Manager
• In charge of: Absent direct reports
• Team Leadership:
• Provide leadership and guidance to the IT support team, fostering a positive and collaborative work environment.
• Set clear performance expectations, conduct regular team meetings, and facilitate professional development opportunities for team members.
• Technical Support Oversight:
• Oversee the timely resolution of IT support requests, incidents, and problems.
• Ensure the team provides effective technical assistance to end-users, addressing hardware, software, and network-related issues.
• Service Desk Management:
• Manage the IT service desk, including incident tracking, prioritization, and escalation processes.
• Implement and monitor service level agreements (SLAs) to meet or exceed customer expectations.
• Continuous Improvement:
• Identify opportunities for process improvements and efficiency gains within the IT support function.
• Implement best practices and innovative solutions to enhance the quality of support services.
• Resource Allocation:
• Allocate resources effectively to meet demand and ensure appropriate coverage during peak periods.
• Monitor and manage workloads to prevent burnout and maintain high team morale.
• Vendor Management:
• Collaborate with external vendors and service providers to ensure seamless support and troubleshooting for IT systems.
• Evaluate vendor performance and negotiate contracts as needed.
• Knowledge Management:
• Develop and maintain a knowledge base for common issues and resolutions.
• Facilitate training sessions for support staff to enhance technical skills and knowledge.
• Reporting and Analysis:
• Generate and analyze reports on support metrics, identifying trends and areas for improvement.
• Present regular updates to senior management on the performance of the IT support function.

Qualifications:

• Bachelor’s degree in information technology, Computer Science, or a related field; relevant certifications (ITIL, CompTIA, etc.) are a plus.
• Proven experience in IT support roles, with a minimum of 3+ years in a leadership or managerial position.
• Strong technical knowledge across various IT systems, including hardware, software, and networking.
• Excellent leadership and interpersonal skills, with the ability to motivate and inspire a team.
• Demonstrated experience in implementing and managing IT service management (ITSM) processes.
• Exceptional problem-solving and decision-making abilities.
• Effective communication skills, both written and verbal.
• Ability to work collaboratively with other IT teams and departments.