Chief Manager – ICT (Service Management)

nairobi cityKE

full-time

bachelor

5 months ago11/11/202312/11/2023

- closed

Job Summary:     

The Chief Manager, Service Management as the head of IT Service Management Section of ICT Division, is responsible for the following functions:

  • Overall management of the 1st level support (ICT Service / Help Desk) and 2nd second level support and problem management for end users in all KRA stations;
  • Responsible for end user devices, productivity tools, inventory and support
  • Focal point for all end user computing needs

Key Responsibilities:    

  • Formulates, maintains and implements ICT policies, standards, strategies and procedures necessary to effectively support the Authority’s corporate objectives with respect to end users compute requirements and provision of productivity tools
  • Responsible for strategic planning, design and deployment of end user computing tools and equipment across all KRA Offices
  • Conducts research on the level of usage, means of increasing usage on productivity tools, advises management on suitable inexpensive tools for use in the Authority
  • Performs cost-benefit and return on investment analysis productivity tools investments and advises management suitable solutions
  • Assesses, approves, and administers all end user equipment, hardware, and software upgrades
  • Ensures implementation of IT best practices and KPIs for user support
  • Manages issue resolutions and user relationships by ensuring tickets are resolved within the prescribed internal standard and providing feedback to the requestor
  • Negotiates with service providers on favourable terms to ensure maximum return on investments
  • Implements cost reduction strategies including leasing options as well as implementation of shared services
  • Provides ICT support to business operations in the outstations, in close liaison with other ICT Sections
  • Documents and maintains up to date end user compute assets inventory and supporting documentation
  • Develops operational budgets for Service Management Section
  • Advices DC ICT on technical aspects pertaining to optimal utilisation of resources, cost reduction strategies and better service delivery on end user ICT services
  • Establishes trends/patterns of recurring SLA breaches or inefficiencies and implements remedial measures
  • Manages day-to-day operations of the Service Management Section to ensure effective technical support, target setting and performance management
  • Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements

Academic and Professional Qualifications         

  • Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Electrical / Electronic Engineering, Telecommunications or any other IT related field.
  • Master’s degree in Computer Science, Business Administration, Information Systems or related Postgraduate degree will be an added advantage.

The following certifications will be an added advantage:

  • Cisco Certified Network Professional / Associate
  • Microsoft certifications; Certified Systems Engineer (MCSE), Microsoft Certified Solution Associate (MCSA), Microsoft Certified Solution Developer (MSSD)
  • Red Hat/Unix/Linux Certified Systems Administrator

Relevant Work Experience/Technical Skills Required          

  • The post holder should have at least 7 years of progressive experience in the IT environment, with at least 3 years of experience at the managerial level
  • Excellent knowledge in Active Directory Management, Group Policy objects, centralised services for printing, document sharing and controls, implementation and administration of VDI
  • Conversant with process automation and experience working with automation tools such as Ms SharePoint, System Centre Configuration Manager (SCCM) or System Centre Operations Manager (SCOM), IBM Service Management Tool (ITSM)
  • Good understanding leasing frameworks and pricing strategies
  • Hands-on experience and troubleshooting and problem solving on end user tools, networks and other services accessible through the corporate network
  • Knowledge in protecting user data and information in line with applicable local laws/regulations including known external data privacy practices
  • Conversant with configuration and management of collaboration tools such as Zoom and webex
  • Experience in supporting IP telephony systems will be added advantage.
  • Conversant with programming Microsoft based programming and macros
  • Knowledge in budgeting and cost management

Competencies Required          

  • Have good leadership and managerial skills
  • Honest and of high integrity
  • Be resilient, focused, results oriented and a team player
  • Good understanding of the KRA’s goals and objectives.
  • Have strong analytical and problem solving skills
  • Have ability to pay attention to details and work under minimum supervision and for long hours
  • Strong interpersonal, written and oral communication skills.
  • Strong abilities to conduct research affecting business and propose suitable solutions/products
  • Ability to prioritize and proactively execute tasks in a high-pressure environment and make sound decisions in emergency situations.
  • Ability to present ideas in a user-friendly language
  • Have good negotiation skills

Interested and qualified? Go to Kenya Revenue Authority (KRA) on www.kra.go.ke to apply

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The Kenya Revenue Authority was established by an Act of Parliament, Chapter 469 of the laws of Kenya, which became effective on 1st July 1995. KRA is charged with collecting revenue on behalf of the ...