Job Title: IT Service Desk Manager

Department: Corporate Services & Development
Location: Lagos
Number to Hire: 1
Job Type: Permanent
Minimum years of Experience: 8


The IT Service Desk Manager will be responsible for managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. He or she will take ownership of the planning, designing, and analyzing the organization’s service desk according to best practices, while ensuring high level of customer service quality and availability. This individual will recommend, develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions.

 The job holder will also manage service process design, performance analysis, develop proactive resolution plans and contribute to escalated problem resolution by giving in-person, hands-on support to end users  and also ensure they receive the appropriate and timely assistance where necessary.


 Specific responsibilities include the following;

 Operations Management

  • Perform IP Network support
  • Advise on corporate network issues
  • Ensure remote office access to LAN
  • TCP/IP network design and configuration
  • Network protocol analysis and monitoring
  • Manage the overall desk activities and staff.
  • Perform wireless LAN/WAN maintenance work
  • Provide proactive support of the corporate LAN/WAN
  • Support and maintain existing CISCO VoIP infrastructure
  • Install and configure CISCO switches and routers (CCNP certified)
  • Monitor incident trends and anticipate potential problems for proactive
  • Train, coach and mentor Service Desk Technicians and other junior staff.
  • Develop and enforce request handling and escalation policies and procedures.
  • Track and analyze trends in Help Desk requests and generate statistical reports.
  • Oversee development and communication of help sheets, usage guides and FAQs for end users.
  • Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
  • Oversee the development, implementation and administration of service desk staff training procedures and policies.
  • Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
  • Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
  • Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.

Strategy & Planning

  • Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
  • Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.
  • Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.
  • Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

Qualifications, Skills & Competencies


  • B.Sc./HND in the field of computer science, electrical/electronics
  • Certification in ITIL V3, MCSE/MCSA, CCNP and Extensive application support experience.
  • Minimum of 8years of  experience with at least 5years’ work experience in IT service desk and support role

Skills and Competencies;

  • Proven analytical and problem-solving abilities.
  • Understanding of the OSI model and knowledge of TCP/IP
  • Good written, oral, and interpersonal communication skills.
  • Knowledge of Microsoft Dynamics AX ERP and SharePoint platform
  • Solid relationship management and performance management skills.
  • Extensive knowledge of computer hardware, including troubleshooting.
  • Proven track record of developing and providing SLAs and Service Desk deliverables
  • Demonstrated progressive experience in the management of a technical support team.
  • Working knowledge of a range of diagnostic utilities. Experience with desktop and server operating systems, including Win7,8.1, Windows 2008 server etc

Demands of the Job

  • Keen attention to detail.
  • Highly self-motivated and directed.
  • Strong customer service orientation.
  • Ability to motivate and direct staff members and subordinates.
  • Ability to present ideas in business-friendly and user-friendly language.
  • Team-oriented and skilled in working within a collaborative environment.
  • Exceptional interpersonal skills, with a focus on listening and questioning skills.