Key Duties & Responsibilities:

End User Support

• Oversee the IT service desk and provide effective first- and second-level support to users.
• Ensure timely resolution of incidents, service requests, and escalations.
• Monitor and manage end-user satisfaction, ensuring SLAs are met.
• Provide training and guidance to end users on IT tools and best practices.

Device & Application Management

• Manage the lifecycle of end-user devices (procurement, configuration, deployment, maintenance, replacement, and disposal).
• Oversee patch management, software distribution, and endpoint security.
• Ensure standardized configurations and compliance with IT asset policies.
• Support productivity and collaboration applications such as Microsoft 365, Teams, SharePoint, and other enterprise tools.

Monitoring & Performance

• Implement monitoring tools for end-user devices and applications to ensure performance and availability.
• Track incidents and problems, perform root cause analysis, and implement permanent fixes.
• Identify trends in user issues and recommend process improvements or automation.

Governance, Risk & Compliance

• Ensure compliance with cybersecurity policies, data protection laws, and CBK ICT Guidelines.
• Implement controls to protect against data loss, malware, and unauthorized access on end-user devices.
• Conduct periodic audits of end-user systems for compliance and security posture.

Leadership & Vendor Management

• Lead and mentor the EUC support team to deliver high-quality support services.
• Develop knowledge base articles, SOPs, and training materials for IT support staff.
• Manage third-party vendors providing EUC-related services or hardware.
• Prepare reports on EUC support performance and present to senior management.

Other Requirements

Qualifications & Experience:

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Master’s degree in IT Management, Business Administration, or related discipline is an added advantage.
• Professional certifications such as ITIL, Microsoft Certified: Modern Desktop Administrator, CompTIA A+, or equivalent.
• Minimum of 7 years of experience in IT support, EUC management, or IT service delivery, with at least 3 years in a managerial role.
• Strong knowledge of IT service management (ITSM) and user support frameworks.