IT Manager Kenyan Job With KenCall

IT Kenyan Jobs

KenCall is Kenya’s largest contact center operating globally and providing call center and Business Process Outsourcing (BPO) services to organizations worldwide.

KenCall offers unrivalled experience in customer care, telesales, technical support, customer acquisition, web chat services and BPO.

Its business is built upon world-class technology infrastructure and operations.

Job Title: IT Manager

Department: Information Technology

Main purpose of the job:

• Ensure that quality and satisfaction levels with existing ICT services remain high during the implementation of major new ICT services and initiatives at the Call center
• Manage small scale/peripheral projects relating to the improvement of existing services.
• To provide management and technical support to the development team during critical periods of large scale projects and initiatives.

Main Duties and Responsibilities:

• Ensure effective on-going support for all systems in use by the Company, ensuring that the service provided to customers / users is the highest possible within the resources available.
• Provide management support for the ICT service support operation, and in other areas where Change / Project Management requirements determine this to be appropriate.
• Provide day to day management oversight for the service desk operation to ensure incidents and service requests and escalations to ICT management are dealt with in a timely fashion.
• Undertake scoping and project management for small/medium improvement projects to improve existing applications and services.
• Provide additional management/Technical support for Customer service centre configuration/ workshop/ Testing activities.
• Provide regular reports to Leadership team on issues relating to the ICT service support operation.
• Manage day to day issues with suppliers (support/billing) to ensure efficient support and value for money is provided, escalating issues to IT manager as appropriate.
• Provide input into ICT budget preparation process for services from third party suppliers.
• Ensure application patches are tested, authorized and applied in a timely fashion in accordance with the requirements of internal audit.
• Ensure cyclical works such as DR testing, penetration testing and software & hardware audits are completed in a timely fashion.
• Check service related (Revenue) invoices for accuracy; challenging and resolving issues relating to discrepancies, as necessary.
• Ensure underlying third party service support contracts are renewed in a timely fashion.
• Capture client requirements and develop RFP documentation for procurement of systems and services, and manage tender processes, as required.
• Ensure that project office documentation is complete.

Qualification and Competencies

• Post Graduate/Degree in Computer Science/BIT
• At Least 8 yrs experience in IT with 4 yrs in a Supervisory position
• Proven experience of managing an ICT department.
• Experience in ICT infrastructure planning and development.
• Strong team leading skills.
• Ability to effectively prioritise and execute tasks in a high-pressure environment to drive results.
• Excellent Project Management, ITIL aligned frameworks/processes and Negotiation skills.
• High level of integrity, professionalism and attention to detail.
• High level of confidentiality.
• The ability to use initiative and work proactively.
• Excellent customer service skills, including highly developed communication skills in all forms.

Interested candidates who meet the above qualification should send their application and resumes to recruitment@kencall.com by 30th March 2014.

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