Head of Technical Support Group (ICT)

The Head of Technical Support Group shall be responsible for overseeing all aspects of IT support within the company.

KEY RESPONSIBILITIES, ACCOUNTABILITIES AND ACTIVITIES

• Lead and supervise IT helpdesk teams to ensure timely and effective technical support.
• Implement policies and procedures to optimize support ticket resolution and customer service quality.
• Oversee the maintenance, upgrade, and reliability of IT infrastructure, including servers, workstations, and associated equipment.
• Develop and enforce standards for IT asset management.
• Assess current IT security posture and recommend enhancements to safeguard company data and systems.
• Organize training and awareness campaigns on IT security for staff.
• Evaluate and recommend upgrades or changes to network infrastructure to improve speed, reliability, and capacity.
• Oversee the administration and support of telephone systems and internet connectivity.
• Liaise with external vendors for service upgrades or issue resolution.
• Ensure compliance with relevant industry standards, cybersecurity requirements, and organizational policies (iGA & NSCS – National Cyber Security Center).

QUALIFICATION

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