Manages the day-to-day running, maintenance, administration, and development of IT facilities at CWS Africa IT hub in the Nairobi Office.
Identify the training needs of the IT Support Specialists / officers and plan for their training.
Mentor and coach new IT Officer / IT Specialist staff as they are onboarded into the organization.
Conduct performance reviews and monitoring time and attendance.
Analyzing helpdesk data to identify technology needs and staff IT training needs then plan and deliver IT training to information systems.
Coordinate IT onboarding sessions for new hires during their orientation in coordination with the Training Department.
Champion for Service and Support in projects and develop a strong understanding of projects impacting IT service area and ensuring service impact is minimized and agreed.
Maintenance of the organization’s ICT resources.
Service Desk management and end users IT support; assisting individual staff with troubleshooting and resolving computer software and hardware problems.
Owner of the Incident, Request, and Escalation processes, ensuring high levels of performance are achieved.
Take ownership of the escalation process of major incidents to ensuring coordination of resolving parties, and effective communication to stakeholders.