HEAD, SERVICE SUPPORT

Job Purpose To oversee end-user technology support services and ensure prompt resolution of all service requests across the Bank. Key Responsibilities Lead service desk and user support operations. Ensure compliance with service level agreements. Manage service request fulfilment. Drive customer satisfaction and service excellence. Develop support processes and operating procedures. Requirements Qualifications Bachelor's Degree in Computer Science, Information Systems, Information Technology, or related discipline. Experience Minimum of 7 years' relevant experience, with at least 2 years in a supervisory capacity. Certifications ITIL Foundation/Intermediate HDI Support Centre Certification