ICT Services Manager at Confidential Employer – Harare

The company seeks a seasoned ICT Services Manager to take full charge of its technical services function. The successful candidate will lead the technical team, set and uphold service standards, and ensure that equipment installation, deployment, support and licensing are delivered efficiently and to a high standard.

Key Responsibilities:
Lead, develop and manage the technical team, including work allocation, performance management and training.
Plan and manage the delivery of ICT services, including installation, configuration, deployment and after-sales support.
Set, monitor and enforce service standards, response times and quality controls.
Oversee the resolution of complex hardware, software and network issues and manage customer escalations.
Manage software licensing, product activation and ICT asset records to ensure accuracy and compliance.
Manage relationships with key customers, suppliers and service partners on technical matters.
Plan resources, tools and stock needed for service delivery, and contribute to departmental budgets.
Identify service risks and recurring problems, and introduce improvements to processes and procedures.
Prepare regular reports to senior management on service performance, issues and resource needs.

- Bachelor’s Honours degree in Information Technology, Computer Science, Computer Engineering or a related field. A Master’s degree will be an added advantage.
- Minimum of ten years’ relevant experience in ICT technical support, systems support or ICT service delivery, including at least three years in a management or senior supervisory role.
- Relevant professional certifications, such as CompTIA, Microsoft, Cisco CCNA or ITIL.
- Sound technical knowledge of Windows environments, computer hardware, software deployment and networking.
- Experience in software licensing, ICT asset management and equipment deployment.
- Experience in managing service performance, customers and supplier relationships.
- Strong leadership, team management and coaching abilities.
- Strong planning, organisational and decision-making skills.
- Excellent problem-solving and escalation management skills.
- Excellent communication and stakeholder management skills.
- Strong attention to detail and sound control of records.
- A valid driver’s licence will be an added advantage.