Information Technology Service Desk at Peerless Software Global Company

Peerless is an innovative Africa first b2b software company building to solve Afrocentric problems. We believe in building a continent that can solve its unique problems by harvesting our innate and innovative capabilities. Our mission is to enable differentiation, giving businesses a true competitive edge that enables them to be matchless, unequalled, and Peerless.

We are recruiting to fill the position below:

Job Title: Information Technology Service Desk

Location: Lagos
Job type: Full-time
Reporting to: Head of Engineering

Job Summary

• As an IT Service Desk Manager at our B2B SaaS Fintech outfit, you will be responsible for overseeing the daily operations of the IT Service Desk team, ensuring that all IT support requests are handled in a timely, efficient, and customer-centric manner.
• This role includes managing a team of support specialists, coordinating incident response, monitoring service level agreements (SLAs), and driving continuous improvement initiatives within the IT support function.
• The IT Service Desk Manager will work closely with Engineering leadership to ensure that end-users receive a high level of service and that IT systems are functioning optimally.

Reporting Structure:

• You will report to the Head of Software Engineering, who will provide guidance and support as you work towards achieving project goals and meeting client requirements.
• The Head of Software Engineering will offer mentorship and opportunities for professional growth, ensuring that you stay at the forefront of cutting-edge technologies and industry best practices.

Contribution to Organizational Success:

• Your role as an IT Service Desk Manager significantly contributes to our organization's success by driving timely resolution to our client’s pain points, ensuring customers satisfaction and improving the experience for our clients and end-users.
• In collaboration with the engineering teams, you will help shape the future of our product and maintain our competitive edge in the dynamic financial technology landscape.

Responsibilities
Team Management & Leadership:

• Lead, mentor, and develop the Service Desk team, ensuring high levels of performance, engagement, and job satisfaction.
• Oversee scheduling, shift management, and performance tracking for service desk personnel.
• Provide training and development opportunities to enhance team skills, both technical and customer service-focused.

Incident & Request Management:

• Ensure timely resolution of all IT incidents and service requests, adhering to predefined service level agreements (SLAs).
• Monitor and manage the incident management process, escalating complex or high-priority issues to appropriate teams as needed.
• Coordinate with engineering teams to resolve cross-functional issues and facilitate the sharing of knowledge and resources.

Performance Monitoring & Reporting:

• Establish and track key performance indicators (KPIs) such as response time, resolution time, customer satisfaction, and ticket backlog.
• Provide regular reporting on service desk performance to senior management, including trends and areas for improvement.
• Continuously monitor the IT support environment to identify recurring issues and potential solutions to optimize the service desk operations.

Tool & Technology Management:

• Oversee the selection, implementation, and maintenance of service desk tools and technologies (e.g., ticketing systems, chatbots, knowledge bases).
• Ensure that the Service Desk team is fully equipped with the necessary tools and resources to perform their duties efficiently.

Collaboration & Communication:

• Work closely with the engineering teams to address complex technical issues.
• Regularly communicate with internal and external stakeholders regarding service desk activities, updates, and improvements.

Process Improvement & Best Practices:

• Implement ITIL-based best practices for service management, including incident management, problem management, change management, and request fulfilment.
• Collaborate with Engineering leadership to continuously improve service desk processes, tools, and workflows.
• Drive initiatives aimed at reducing ticket volume through self-service solutions, knowledge management, and user education.

Customer Service & End-User Satisfaction:

• Ensure that the IT Service Desk provides excellent customer service, demonstrating empathy and professionalism in all interactions.
• Address customer complaints or escalations, working to resolve issues in a timely and effective manner.
• Develop and maintain a customer-centric culture within the Service Desk team.

Requirements
Experience:

• Must have 3-5 years of experience in an IT service desk or technical support environment, with at least 2 years in a leadership or management role.
• Knowledge of ITIL frameworks, incident management, and change management processes.
• Proven experience with service desk software and ticketing systems (e.g., ServiceNow, Zendesk, Freshservice).

What we need from you:

• Bachelor's Degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• ITIL certification (Foundation or higher) is preferred.
• This is a contract position, with potential for some on-call or after-hours support.
• The role is primarily office-based, with some remote work flexibility.

Skills & Competencies:

• Strong leadership and team management skills, with the ability to motivate and guide a team to meet objectives.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Strong knowledge of desktop and network troubleshooting, hardware/software issues, and remote support tools.
• Familiarity with cloud services, office productivity tools (e.g., Microsoft Office, Zoho Workspace), and operating systems (Windows, macOS, Linux).
• Analytical and problem-solving skills with a strong customer-focused mindset.
• Ability to handle multiple tasks and projects while maintaining a high level of attention to detail.

Personal Attributes:

• Customer-centric attitude with a focus on delivering high-quality service.
• Strong organizational and time management skills.
• Ability to work effectively under pressure and manage crisis situations.
• Adaptability and willingness to take on new challenges.

How to Apply
Interested and qualified candidates should send their Application Letter with a copy of their CV  to: [email protected] cc: [email protected] and [email protected] using the Job Title as the subject of the email