• Application Deadline: Tue, 1 Oct 2024 00:00:00 GMT
• Position: Head, Technology Support (T24)


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 8 years


• Location Lagos


• Job Field ICT / Computer 
  

Job Description

• We are hiring a Head of Technology Support to play a critical role in maintaining customer satisfaction, driving efficiency, and enhancing overall technology and operational support for the bank.

General Responsibilities

• Manage the internal IT Support team and evaluate the skills and performance of team members.


• Ensure end-user experience is always exceptional.


• Support technicians, set specific end-user service standards, contribute to improving IT support by actively monitoring and responding to end users' queries.


• Establish and uphold best practices throughout the entire technical support ecosystem and identify areas for continuous improvement.


• Evaluate daily, weekly and monthly team’s productivity, provide feedback to the appropriate internal cross-functional teams.


• Provide outstanding first-level technical and operational support as well as work with stakeholders in strategic planning and execution of the bank’s technology and business strategy.


• Lead the internal technology support team in its day-to-day IT operations, equipment provisioning, user access management, endpoint maintenance, & contributing to the overall improvement of our technology stack


• Provide advice and support to all colleagues regarding standard office applications and best practices as business needs evolve.


• Ensure licensing management for all technology applications.


• Support onboarding / off-boarding employees on business systems


• Create and update manuals and documentation.

Qualifications / Experience

• Bachelor's or Graduate degree in Business, Information Systems, Engineering, or Computer Science.


• At least 8 years of cognate experience


• Technology-related certifications will be an advantage.

Required Skills & Competencies (technical and soft skills):

• Expert knowledge of Temenos T24 Core Banking Application, MS Office 365 includingSharePoint, Exchange Online, Azure AD, Microsoft Endpoint Manager and Amazon Web Services (AWS).


• Hands-on experience with help-desk and remote-control software


• Solid technical background with an ability to communicate effectively with a non-technical audience.


• Customer-service orientation.


• Excellent written and verbal communications skills.


• Proven work experience as end-user services manager


• Exceptional customer service skills with a problem-solving attitude.


• Task-oriented and organized, experience managing a ticket queue and ability to prioritize effectively.


• Team management skills, team player, can collaborate in a productive fashion


• Able to troubleshoot a large variety of technical issues.

Salary

Negotiable