Job Purpose

IT Service Desk & Accounts Management Senior Supervisor.IT Operation & Infrastructure IT Service Desk & Accounts Management Senior Supervisor.IT Operation & Infrastructure Structure

Report To Position Name

Manage the overall activities, including the IT Service Desk & IT Accounts Management & IT Infrastructure Backoffice & IT Identify Management supervisors.
- Act as a further escalation point for the Teams supervisors.
- Take overall responsibility for incident management and request fulfillment on the IT Service Desk & IT Accounts Management & IT Infrastructure Backoffice & IT Identify Management Teams.
- Take on a wider customer service role for our employees.
- Ensure that the teams are delivering high level of support.
- Ensure that the teams are delivering our Services within Service Level Agreements (SLA) and investigate the root cause of the SLA breach.
- Performing briefings to Service Desk & Accounts Management & Infrastructure & Identify Management staff on changes or deployments that may affect volumes at the work.
- Report to Management on any issue that could significantly impact the business.
- Liaising with senior management.
- Liaising & Attend Change Advisory Board meetings.
- Attend daily meetings with Top Management and Supervisor
- Attend Audit meetings.