IT User Support Team Lead

Job Description

• The IT Regional Support Manager is responsible for delivering high-quality end-user IT support across assigned locations, ensuring reliable IT operations and an excellent user experience.
• The role provides regional leadership and oversight of IT support services, infrastructure, service levels, and technical teams, while ensuring IT priorities remain aligned with business needs.
• The role leads a diverse support team, drives service excellence and continuous improvement, and coordinates the delivery of IT services across multiple sites. 

What you'll be doing

• Implement regional support strategies to meet the unique needs of end users across the region
• Coordinate infrastructure maintenance activities in server rooms, ensuring that all regional sites meet operational and safety standards.
• Ensuring incidents are resolved on time and with excellent quality.
• Ensure the appropriate level of communication with the users.
• Respect the Service Level commitment expected by the user
• Additionally, the IT End User Support EUS Lead manages the local IT equipment databases, servers, network, not in control of the Global I&O teams.

 General:

• Prepare and distribute communications to the end users and other IT departments.
• Drive and enforce the implementation of the security, internal control and standardization principles defined by the group and regional teams.
• Create and execute a comprehensive IT support strategy aligned with the organization's overall business objectives for the region.
• Supervise IT support operations, including incident management, problem management, and service request fulfillment for the region
• Oversee the execution of regional disaster recovery and business continuity plans, ensuring readiness and compliance for all facilities in the plant and across depots
• Supervise regional IT infrastructure and specific local applications, ensuring stability, scalability, and efficiency.
• Oversee the management of suppliers, optimizing their performance and cost-effectiveness through strategic service agreements that align with organizational goals.
• Coach, develop and motivate employees within their own area of responsibility and create a work environment that retains the key personnel required to deliver value added innovative IT services across the business.
• Foster relationships with key stakeholders in the region, gathering feedback and addressing concerns to improve IT service delivery continuously.
• Define and Implement service enhancements that will improve the reliability, usability, security, supportability and performance of the desktop environment.
• Facilitate the cross functional work between the I&O infrastructure and operationsoperating areas.
• Conduct regular assessments of network performance and resolve any regional internet service issues promptly, collaborating with network teams and service providers.
• To lead and manage the implementation of new processes, systems, changes or updates/upgrades ensuring alignment with business objectives and timely delivery
• Oversee the efficient transfer of delivered services into the operational organization, ensuring long-term sustainability and support.
• Manage and Ensure Improvements to existing IT infrastructure and services as appropriate.
• Manage Administration of local infrastructure not managed by Global I&O teams.
• Monitor the local applications environment.
• Maintain a comprehensive inventory Asset Register of all hardware deployed in the region within a set of standards.
• Follow up on discrepancies and updates of software and licenses in line with the IT software inventory in order to correct irregularities.
• Manage the deployment & service of Video Conferencing, projection equipment, and other IT-related tools critical to business operations.
• Establish and maintain IT tools and systems, including IT service management software, monitoring tools, and collaboration platforms for the region
• Regularly monitor and report IT performance to stakeholders, including customers, management, and IT teams in the region
• Manage the deployment, redeployment and lifecycle of IT equipment ensuring efficient utilization and maintenance.
• Implement and monitor preventive maintenance activities for all IT assets to minimize downtime and extend lifecycle value across the region
• Implement and oversee change management processes to minimize risk associated with IT changes
• Manage the update, support and administration of the Anti-Virus Software and other software as directed by HBM Nigeria Group IT.
• Collaborate with EUS coordinator/Service Delivery Manager to coordinate end user training.

Service Desk:

• Classify and prioritize requests and incidents.
• Oversee the handling of support tickets, ensuring timely resolution.
• Ensure the coordination of 1st, 2nd and 3rd level support.
• Ensure that all calls logged on the service desk are closed timely according to the agreed Service Level Agreements.
• Plan, monitor and optimize the plant service desk activities and resources.
• Respond to inquiries and provide basic training to users in the proper use of hardware and software.
• Supervise IT Support Technicians on Standby.
• Monitor and escalate user's requests according to relevant SLA.
• Ensure that Service Desk requests are updated with all support actions taken, and to be taken,until its successful completion.
• Ensure compliance of plant service desk activities with HBM Nigeria policies.
• Manage the required IT equipment boot stock levels for certain key IT equipment to limit the amount of downtime for users and plants.
• Work proactively on root cause analysis, problem solving and standard operating procedures creation.
• Identify areas for improvement in the region and implement changes to enhance the region's IT support processes and service delivery.
• Assist in the deployment, testing, and support of enterprise IT projects e.g., software roll outs, network upgrades, security enhancements.
• Monitor and respond to security alerts and incidents
• Provide end-user training sessions or materials to promote best practices in system use and cybersecurity awareness.
• Support user onboarding/offboarding, including device and access provisioning.

IT Procurement:

• Comply with the HBM Nigeria  Standard procurement process.
• Ensure that the IT users in the plant are supplied with the required computer equipment, as approved by HBM IT in order to perform their duties.
• Implement, maintain and manage policies that prescribe how PC’s and servers must be installed based on standard settings and software.
• Ensure that all associated filing & scanning is complete in terms of orders, quotations, proof of delivery and the associated invoice/s for all IT deliveries in the plant.
• Maintain relationships with IT vendors, ensuring effective service delivery and issue resolution in the Region.
• Collaborate with procurement and finance teams to manage contracts, vendor performance, and align spending with business goals.

Budget and Financial Management:

• Develop and manage the regional IT budget, ensuring cost-effective resource allocation and expense control.
• Analyze financial performance and propose strategies to optimize IT service delivery costs.

Requirements

• Graduate Degree in Business or Management, Computer Science, Engineering or related discipline with an IT focus
• Certifications: ITIL; CoBIT, Cisco and Microsoft Certifications CCNA, CCNP, MCSE, SQL, DB administration, Linux/UNIX OS, virtualization, Service Desk Management and Project Management are a plus
• Understanding of IT services, technology and solutions.
• End User services experience.
• Work experience in a related industry setting cement, aggregate, ready-mix is a plus.

Benefits
Your HBM Nigeria Experience:

• At HBM Nigeria, there is endless opportunity for you to play your part. Whether you’re in a technical, managerial, or frontline role, you can shape a  career that works for you.
• With us you’ll have the chance to embrace the passion we share for our planet.
• You’ll be encouraged to seek out diverse perspectives, share your ideas and build the skills and connections you need to perform at your best.
• Because it’s only when we work together in a culture where everyone thrives that we can build the world we all want to live in.