Technical Support and End User Services Manager

1. Manages the ICT Hardware Technical Support Group (Service desk officer and the Tech Support Specialists) to ensure that end user problems are resolved in a timely and effective manner, enabling users to access needed information and utilize technology resources effectively
2. Coordination of end-user hardware and software deployments through Service Desk.
3. Communicates effectively with users to assess support needs, assist in the identification of technology needs, and respond to customer service concerns.
4. Trains and guides support technical support specialists to effectively utilize Service desk problem-management process (the identification, prioritization, escalation and resolution of end user help requests) to ensure quick and accurate responses to all end users, while emphasizing a customer- focused attitude.
5. Establishes and monitors service level targets/benchmarks and measure performance against those benchmarks. 
6. Tracks and analyzes support calls and information requests to identify areas of need and create strategies to enhance end-user capacity and end-user reliance on support personnel.
7. Develops and maintains comprehensive documentation, including: operations guidelines and procedures, inventory checklists, deployment guides, budget information, training guides and support materials.
8. Measures and reports on unit performance via metrics and indicators of service level activity and customer satisfaction.  Provide regular Service desk performance and utilization reports to the ICT Head.
9. Manages the inventory, support and maintenance of BMG and all its affiliates.
10. Conducts regular audits, enforces and adheres to short and long-term departmental policies, and goals.
11. Ensures that end-user devices and systems are secure, comply with relevant policies and regulations, and are protected against potential threats.
12. Engages with vendors and service providers for procurement, maintenance, and support of end-user devices, software licenses, and related services. They ensure effective vendor relationships and adherence to service-level agreements.
13. Facilitates equipment, services, and software purchases and implementation; and manages inventory and licensing reconciliations. Conducts research and make recommendations on hardware and  software products, services, protocols, and standards.
14. Conducts research and implements special projects and other duties as assigned.

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