Client Support Manager (MIS/IT 5)

  • Salary – $3,770,761 p.a

Job Purpose

  • The Client Support Manager is responsible for the efficient and effective provision of systems and computer related advice and support, and an excellent customer experience, while facilitating the resolution of information technology problems in a timely manner. The incumbent manages a group of support professionals to ensure that an excellent customer service culture is maintained in the Division and that solutions and advice provided are consistent with the thrust of modernization, automation and direct access facilitation for clients.

Primary Duties:

  • Participates in the establishment of the strategic and tactical goals, policies, and procedures for the Unit.
  • Participates in the development, tracking, optimizing and enforcing of short-term and long-term computer and information systems budgets for the Unit.
  • Informs and advises on technical and computer systems requirements.
  • Develops, implements and monitors the SLAs of the Client Support Section to ensure that a best practice customer charter is established and maintained.
  • Ensures resolution of operational problems encountered by clients within the established SLA’s.
  • Implements an optimal integrated and automated ticketing system to facilitate optimal ease of issue logging and resolution tracking between the Help Desk and its clients and ensure systems are in place for the efficient management of the queue according to the SLAs.
  • Monitors Unit’s performance against SLAs using applicable trend analysis and metrics. Ascertain client feedback on service delivery through the use of surveys and take corrective action to improve performance gaps.
  • Manages the day to day operations of the Unit/client relationship by ensuring that all logged issues are assessed, prioritized, and resolved including voice, data, account administration, email, desktop, and institutional applications issues according to the unit’s SLAs.
  • Conducts technical analysis of application systems and specification of technical requirements for maintenance/enhancement activities and hardware.
  • Manages the provision of relevant first level automation support to AGD, MOFPS and MDAs, including evaluation of hardware/software needs, and general computer support.
  • Assists with the management of IT resources of the AGD and participates in vendor contract negotiations for purchases for all new computer equipment and software being purchased.
  • Manages special projects for critical solution delivery activities.
  • Assesses and anticipates technology projects and recommends appropriate actions and resources.
  • Analyses issues logged in the help desk and makes recommendation through the Unit Head, for automated solutions using web-enabled platforms with security-controlled access portals.
  • Participates to ensure that best prices are negotiated with vendors for replacement/new IT solutions.
  • Keeps current with emerging IT trends, and current dominant technologies.
  • Manages the delivery of requisite training programmers for the Treasury and other MDAs on the GIFMIS, CTMS, and other relevant financial systems and portals.
  • Prepares appropriate technical documentation for the Unit and other stakeholders.
  • Manages the assessment process for departmental workflows, processes and definition of data requirements and conducts relevant cost-benefit analysis.
  • Provides periodic reports as required.

Qualification and Experience

  • A Bachelor’s degree from a recognized institution in Information Technology.
  • At least 2 years’ experience working in a managerial capacity in an IT Customer service position.

Required Competencies:

  • Oral & Written Communication Skills
  • Problem Solving and Analytical Skills
  • Customer Focus
  • Results Focus
  • Integrity
  • Information Technology
  • Knowledge of Legislations, Policies and Procedures
  • Leadership
  • Performance Management
  • Emotional Intelligence
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