IT Help Desk Lead at Nestoil Plc

We’re on an evolutionary journey where we’re changing our story. We are looking to hire an experienced IT Help Desk Lead to join our diverse team in our Company. In this role, you will work closely with our Strategic Business Units (SBUs) and departments across the Group. Your primary objective is to rapidly resolve technology issues that are reported through the ticket system, phone, e-mail, and other mediums. The position requires a hands-on technical leader who will be responsible for delivering excellent support experience to all staff and partners. 

As a IT Help Desk Lead you will be responsible for:

• Delivering frontline technical support to all staff and partners
• Fostering positive end-user relationships and drive customer satisfaction
• Promoting continuous improvement of Tier 1 support, laptop/desktop administration, and telecom delivery for all stakeholders.
• Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
• Gathering and reporting operational metrics, accomplishments, and priorities for leadership meetings
• Establishing and implementing ITIL standards
• Analyzing the business requirements of all departments to determine their technology needs
• Successful delivering of services and projects supporting the business on time and within budget through proactive team management and leadership
• Escalating and resolving of software issues to the Applications Development/Support team
• Escalating and resolving of third-party software/systems issues by the support team
• Defining team goals and leading staff to achieving desired results, and while being accountable for team performance
• Defining and implementing processes and procedures for supporting all departments across the organization
• Collecting feedback to determine patterns and issues such that they can be resolved
• Providing FAQs to customers to ease troubleshooting and deepen their knowledge
• Developing and maintaining Technical Support knowledge base
• Managing the software and hardware purchases for the division. This entails analysing technology trends and recommending effective and economical solutions to IT needs. Inspecting the use of technological equipment and software to ensure functionality and efficiency.
• Identifying the need for upgrades, configurations or new systems and report to management
• Monitoring financial resources
• Administering and supporting of TEAMS Phone system and its related applications
• Helping System Administrator on daily tasks and troubleshooting
• Managing and working with cross-team projects
• Effectively leading team efforts and integrating the skills and strengths of individuals across teams for project and organizational success
• Accomplishing objectives by supervising employees and monitoring their progress and performance
• Maintaining departmental staffing by helping to recruit, orient, mentor, and train employees while guiding them towards personal development 
• Conducting regular check-ins with all direct reports to monitor performance, track progress of work 
• Conducting annual performance evaluations for all direct reports
• Maintaining safe and healthy work environment by establishing and enforcing organization HSE standards and adhering to legal regulations

  What are we looking for?   

• Bachelors/HND in Computer Science, Information Systems, or related discipline
• ITIL Foundations Certification / with (PMP training/certification is Plus)
• Minimum of 5 years’ technical and customer service experience
• Hands-on experience with a wide variety of computer software, hardware, and peripherals, including Microsoft 365, SAP ByD an SuccessFactors
• Proficiency in Microsoft Windows Desktop and Server Operating Systems
• Hands-on experience with remote support tools
• Use the ticketing system to document and track user issues and manage team member performance
• Experience with computer security systems, password, and file protection protocols
• Intermediate knowledge of computer networks and protocol
• Systems administration experience
• Solid technical background with an ability to give instructions to a non-technical audience
• Current management experience that demonstrates proficiency in leadership techniques and management of resources
• Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear and concise manner
• Plan, organize, and coordinate work to meet established deadlines and accommodate rapidly changing priorities
• Ability to communicate and partner and collaborate with other units in ICT Department
• Demonstrate de-escalation skills and ability to effectively diffuse/resolve user complaints.
• Ability to foster a culture of continuous improvement.