MANAGER – TECHNICAL SUPPORT

eGov Jamaica Limited

  • Kingston
  • Computer Software>Financial Services Software

  • Open

MANAGER – TECHNICAL SUPPORT

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JOB PURPOSE:

Under the supervision of the Department Head – Technical Support, the Manager, Technical Support manages all technical support functions and ensures that end users receive the appropriate assistance.  This includes the responsibility for managing all procedures relating to identification, prioritization and resolution of incidents, requests, problems and change orders.  The incumbent is responsible for planning, designing and analysing the organization’s service desk, ensuring that all service level agreements (SLAs) for IT services across the organization are monitored and accurately reported. The manager also facilitates communication between the support departments and their clients in order to define and maintain the OLAs/SLAs required for each business unit.

CORE RESPPONSIBILITIES:

  • Manages the overall operations of the Technical Support Unit to ensure efficient and effective administration services are provided to staff.
  • Provides courteous, timely and effective resolution of end-user issues.
  • Collaborates with the Department Head on the formulation of departmental strategic and operational plans to achieve business goals.
  • Prioritizes and coordinates the evaluation, deployment and management of current and future technologies.
  • Participates in the governance process of the department.
  • Plans, manages and evaluates staff performance to ensure effective execution and delivery of service.
  • Tracks and analyzes trends in requests and incidents to anticipate potential problems for proactive resolution.

MINIMUM REQUIREMENTS:

Bachelor’s Degree in Computer Science, Engineering or equivalent from a recognized tertiary institution.

A post-graduate degree in related discipline would be an asset.

Five (5) years’ technical experience; three (3) years’ technical management experience.  

At least one (1) year working experience in the desktop support environment

At least one (1) year working with helpdesk software and data analytics.

Experience in budgeting, planning and Project Management.

Leadership skills and abilities.

DESIRED COMPETENCIES:

  • Good planning and organizing skills
  • Excellent oral and written communication skills
  • Good analytical skills
  • Excellent interpersonal skills
  • Ability to manage complex issues
  • Ability to deal with diverse range of demands simultaneously
  • Customer Service Certified

Salary Package Range: JA$ 4.5 - JA$5.2 per annum

Applications should be sent no later than January 25, 2019 to:

Director - Human Resource Management & Administration 
eGov Jamaica Limited 
P.O. Box 407 
Kingston 6 
OR email: recruitment@egovja.com

We thank all applicants for their interest in this career opportunity.  Please note however, that only short-listed candidates will be contacted.



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