Key Duties & Responsibilities:
End User Support
Oversee the IT service desk and provide effective first- and second-level support to users.
Ensure timely resolution of incidents, service requests, and escalations.
Monitor and manage end-user satisfaction, ensuring SLAs are met.
Provide training and guidance to end users on IT tools and best practices.
Device & Application Management
Manage the lifecycle of end-user devices (procurement, configuration, deployment, maintenance, replacement, and disposal).
Oversee patch management, software distribution, and endpoint security.
Ensure standardized configurations and compliance with IT asset policies.
Support productivity and collaboration applications such as Microsoft 365, Teams, SharePoint, and other enterprise tools.
Monitoring & Performance
Implement monitoring tools for end-user devices and applications to ensure performance and availability.
Track incidents and problems, perform root cause analysis, and implement permanent fixes.
Identify trends in user issues and recommend process improvements or automation.
Governance, Risk & Compliance
Ensure compliance with cybersecurity policies, data protection laws, and CBK ICT Guidelines.
Implement controls to protect against data loss, malware, and unauthorized access on end-user devices.
Conduct periodic audits of end-user systems for compliance and security posture.
Leadership & Vendor Management
Lead and mentor the EUC support team to deliver high-quality support services.
Develop knowledge base articles, SOPs, and training materials for IT support staff.
Manage third-party vendors providing EUC-related services or hardware.
Prepare reports on EUC support performance and present to senior management.
Other Requirements
Qualifications & Experience:
Bachelor's degree in Information Technology, Computer Science, or related field.
Master's degree in IT Management, Business Administration, or related discipline is an added advantage.
Professional certifications such as ITIL, Microsoft Certified: Modern Desktop Administrator, CompTIA A+, or equivalent.
Minimum of 7 years of experience in IT support, EUC management, or IT service delivery, with at least 3 years in a managerial role.
Strong knowledge of IT service management (ITSM) and user support frameworks.