BURN designs, manufactures, and distributes aspirational fuel-efficient cooking products that save lives and forests in the developing world.BURN has revolutionized the global cookstove sector by proving the business case for selling a high quality, locally manufactured and unsubsidized cookstoves.Since 2013, BURN has sold 200,000+ high quality, locally manu...
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IT Help Desk Manager
- Job TypeFull Time
- QualificationBA/BSc/HND
- Experience
- LocationNairobi
- Job FieldICT / Computer 
Service Management:
- Set up and maintain high-performing service support functions including an IT Service Desk, Desktop Support and VIP Support for ERP, cloud infrastructure, loan management platforms, CRM and mobile applications.
- Develop, implement and maintain the Incident, Request, Change and Escalation processes and policies, ensuring high levels of performance, accurate reporting, and establishing service improvement activities when required.
- Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders and conducting post-incident reviews.
- Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed. " Champion Service and Support in projects. Develop a strong understanding of projects impacting your service area and ensure that service impact is minimised and agreed.
- Own Change Management and establishment of IT CAB (Change Advisory Board), drive CAB meetings.
- Be accountable for the quality of IT Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
- Drive internal and third-party service review meetings covering performance, service improvements, quality, processes and adherence to policies.
- Oversee training, performance evaluation and professional development for the help desk team.
Performance and Quality:
- Manage and Cultivate a high-performing team, investing the time to ensure efficient team utilization and productivity.
- Collaborate with internal and third-party teams to ensure actions are taken and completed to protect and improve services.
- Provide regular and accurate management reporting on IT Service Delivery Performance (to IT Steering Committee and wider stakeholders at BURN.
- Maintain an active knowledge base for all key BURN Systems.
Technical:
- Establish a technical infrastructure platform for monitoring system uptimes should cover networks and associated applications in liaison with the NOC team
- Experience with payment systems, SMS and IoT gateways
Key Performance Measures:
- Achievement of IT Service Desk SLAs for incidents and service requests
- User satisfaction scores that demonstrate high-quality IT Service Desk performance
- No system downtime due to uncontrolled change
- Documented standard operating procedures.
- Document service catalogue
- Document and test disaster recovery plans for all BURN systems
- Weekly and monthly system performance reports
- Qualified Female Candidates encouraged to Apply
Method of Application Interested and qualified? Go to BURN on burnmanufacturing.applytojob.com to apply
