Job Purpose

 Reporting to the Manager SI - Software Engineering, ICT Manager the National Service Desk Lead manages the service desk, ensuring incidents and service requests are logged, prioritised, escalated and resolved consistently and on time.

The incumbent monitors service performance, identifies recurring problems and coordinates technical teams during major service disruptions.

Main Duties:

1. Manages daily service desk operations and ensures all support contacts are recorded in the ticketing system.
2. Sets and maintains procedures for incident, service-request and escalation management, including categories, priorities and Tier 1 to Tier 3 escalation pathways.
3. Monitors support queues to ensure tickets are assigned and progressed on time.
4. Coordinates response and communication for major incidents and escalates to engineering, infrastructure, database, security or external teams as needed.
5. Leads problem investigation and root-cause analysis for recurring incidents and ensures known errors and workarounds are documented.
6. Defines and tracks service-level indicators, produces performance dashboards and uses support data to drive improvements.
7. Maintains the knowledge base and troubleshooting guides and ensures Service Desk Officers are properly trained.
8. Works with technical teams, Ministry of Health personnel and other support structures, and relays user feedback to development teams.

Qualifications:

9. Bachelor's degree in Information Technology, Computer Science, Information Systems or related discipline.
10. At least five years' experience in ICT or digital-system support, including at least two years coordinating a service desk, helpdesk or technical-support operation.
11. Demonstrated experience with ticketing systems and incident escalation.
12. ITIL Foundation or higher IT service-management certification.
13. Experience supporting an electronic health record or other enterprise application.
14. Experience supporting geographically distributed users.
15. Relevant networking or Microsoft certification.

Technical Knowledge and Skills

IT service management; ticketing systems; incident and problem management; user-support processes; basic networking; Windows and web applications; EHR support; service monitoring; reporting and dashboard development.