• Supervising the IT Service Desk Analysts and IT Support teams.
• IT Service Desk Performance
• Supports the Banks Service Management tool.
• Manage the IT service delivery tools (ITSM).
• Overseeing Problem and change management tasks at the IT Service support function.
• Logging, categorizing, prioritizing & assigning support for all IT incidents, service requests, and Problems.
• Ensuring systems stability during IT Services Transition.
• Performance Management of both internal and external IT Service providers.
• Supporting Continual Improvement for IT Services.
• Enhance/increase IT service level success.
• Drive customer-oriented processes and service value in IT.
• Dependable IT service lifecycle Management.
• Manage the SLA between IT and Business by ensuring that all IT services are measured and managed to achieve agreed SLA targets.

• Minimum of a Bachelor’s Degree in Computer Science, IT, Engineering or other numerical biased field from a reputable university or college.
• Certification in ITILv4.0+ expert training.
• Any other IT certification.
• Minimum 2+ years technical experience supporting IT Service desk in medium to large organizations.
• Broad knowledge and experience of ICT systems management.
• Ability to troubleshoot and resolve simple network problems, install and operate Operating systems and maintain IT documentation.
• Exceptional oral and written communication skills with the ability to communicate clearly and persuasively, interpret documents, understand procedures, write reports and correspondence; speak clearly to third parties and employees.
• Able and willing to solve complex analytical challenges, independently analyze information; and make recommendations based on analysis.
• Self-motivated team player with the ability to adapt and work co-operatively and effectively in different situations and teams to carry out assigned tasks maintain a positive attitude under stress conditions.
• Disposition to share knowledge fully and willingly with other employees in the interest of the organization.
• Clear knowledge of IT Service Management best practices and frameworks.
• Good Technology Troubleshooting skills.
• Active Listening.
• Planning and Organization.
• Critical Judgement and Decision-Making.
• Strategic Perspective – Establish priorities, challenging goals and measurements consistent with these goals and organizational vision.
• Critical Judgement and Decision-Making – Define issues and focus on achieving workable solutions to obstacles.
• Good Communicator – Presents ideas effectively, clearly and concisely both orally and in writing.
• Inspire Commitment –Actions and behaviors are consistent with words.
• Self-Development –Drives own personal development plan.

If you believe you meet the requirements as noted above, please use the link below to apply;

careers.dfcugroup.com

Once there, click on “Career Opportunities” to get started. (We recommend using Google Chrome for the best experience.)

Deadline: Friday 26th December 2025

Only short-listed candidates will be contacted.

Please note that all recruitment terms and conditions as stated in the HR Policies and Procedures Manual shall apply.