IT Service Desk Supervisor (Grade: DF6) job at DFCU Bank


DFCU Bank

IT Service Desk Supervisor (Grade: DF6) job Post

Location:  Jobs in Uganda 2022 - 2023


Work Hours: Full-time, 08 hours per day

Salary: UGX

No. of vacancies: 01

Deadline: 03 February 2022

Hiring Organization: DFCU Bank

Job Details:

IT Service Desk Supervisor (Grade: DF6)
DFCU Bank is a fast-growing Bank in Uganda offering a wide range of financial solutions to its chosen market segments. We are seeking to recruit for the position of IT Service Desk Supervisor in our operations (COO) domain to support our expansion strategy.
Reporting To: IT Service Delivery Manager
Job Purpose:
Reporting to the IT Service Delivery Manager, the role holder will manage the IT Service Delivery team. The role is responsible for supervising the day-to-day activities of the Service Desk team, manage the Service Desk and as well monitor IT Service Delivery by the IT Operations team members. The role will support performance reporting of the service desk and work closely with IT Service Delivery Manager to monitor and guide all Service Desk staff towards meeting the Service Desk targets as agreed in the performance objectives.
Location: Kampala

Key Accountabilities:
• Supervising the IT Service Desk team members.
• IT Service Desk Performance reporting.
• Supports the Bank’s Service Management tool.
• To ensure that IT service delivery tools are appropriately managed.
• Overseeing Change management process at the IT Service Desk.
• Logging, categorizing, prioritizing & assigning support for all IT incidents and service requests.
• Ensuring systems stability during IT Services Transition.
• Supervising the Technology release management process.
• Performance Management of both internal and external IT Service providers.
• Supporting Continual Improvement for IT Services.
• Enhance/increase IT service level success.
• Drive customer-oriented processes and service value in IT.
• Dependable IT service lifecycle Management.
• Manage the SLA between IT and Business by ensuring that all IT services are measured and managed to achieve agreed targets.
• IT Systems available management and monitoring.


Qualifications, experience and competencies required:
• Minimum of a Bachelor’s Degree in Computer Science, IT, Engineering or other numerical biased field from a reputable university or college.
• Certification in ITIL expert training.
• Any other IT certification.
• Minimum 2 years technical experience supporting IT Service desk in medium to large organizations.
• Broad knowledge and experience of ICT systems management.
• Ability to troubleshoot and resolve simple network problems, install, and operate Operating systems and maintain IT documentation.
• Exceptional oral and written communication skills with the ability to communicate clearly and persuasively, interpret documents, understand procedures, write reports and correspondence; speak clearly to third parties and employees.
• Able and willing to solve complex analytical challenges, independently analyze information; and make recommendations based on analysis.
• Self-motivated team player with the ability to adapt and work co-operatively and effectively in different situations and teams to carry out assigned tasks and to maintain a positive attitude under stressful conditions.
• Disposition to share knowledge fully and willingly with other employees in the interest of the organization.
• Clear knowledge of IT Service Management best practices and frameworks.
• Good Technology Troubleshooting skills.
• Active Listening.
• Planning and Organization.
• Critical Judgement and Decision-Making.
• Strategic Perspective – Establish priorities, challenging goals, and measurements consistent with these goals and organizational vision.
• Critical Judgement and Decision-Making – Define issues and focus on achieving workable solutions to obstacles.
• Good Communicator – Presents ideas effectively, clearly, and concisely both orally and in writing.
• Inspire Commitment –Actions and behaviors are consistent with words.
• Self-Development –Drives own personal development plan.

Application procedure

If you believe you meet the requirements as noted above, please forward your application with a detailed CV including present position and copies of relevant professional/academic certificates (University Transcript, O & A level), by close of business on Thursday 3rd February 2022 to the email address indicated below;
Vacanciesbank@DFCUgroup.com
DFCU Bank is committed to give equal opportunities in employment and aims to ensure that it does not discriminate against gender or race. Only short-listed candidates will be contacted through +256 312 300391.
Disclaimer: DFCU Bank does not solicit/accept payment in cash/kind from prospective candidates in exchange for shortlisting or job placement. Any candidate who engages in this kind of transaction is aiding and abetting fraud and will be automatically disqualified.

Date Posted: 2022-01-27

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