Africa IT Support Lead

Main Purpose:
We are seeking a highly skilled and motivated individual to join our organization as an Africa IT Support Lead for our downstream business operations. The IT Support Lead will be responsible for overseeing and managing IT support services across multiple locations in Africa. This role requires strong technical expertise, leadership capabilities, and the ability to effectively collaborate with cross-functional teams to ensure smooth IT operations and support for the business.

Knowledge Skills and Abilities, Key Responsibilities:
KEY RESPONSIBILITIES

IT Support Management
- Lead and manage the IT support team, ensuring efficient delivery of technical support services to end-users across various locations in Africa.
- Develop and implement IT support processes, procedures, and service-level agreements (SLAs) to ensure timely and effective issue resolution.
- Monitor and analyze support performance metrics, identify areas for improvement, and implement corrective actions as necessary.
- Stay updated on industry best practices and emerging technologies to optimize IT support capabilities.

Technical Troubleshooting and Issue Resolution
- Provide technical expertise and guidance to the IT support team in troubleshooting and resolving complex hardware, software, and network issues.
- Act as an escalation point for critical IT support incidents, ensuring timely resolution and mínimal disruption to business operations.
- Collaborate with internal teams and external vendors to resolve technical issues, coordinating efforts to deliver effective solutions.

User Training and Documentation
- Develop training programs and materials to enhance end-user knowledge and self-service capabilities.
- Conduct training sessions and workshops to educate users on IT systems, tools, and best practices.
- Create and maintain technical documentation, user guides, and knowledge base resources to facilitate efficient issue resolution and self-help options.

IT Asset Management
- Oversee IT asset management processes, including procurement, inventory management, and tracking of IT hardware, software, and licenses.
- Ensure compliance with licensing agreements and maintain accurate records of IT assets and configurations.
- Coordinate with procurement and finance teams to plan and budget for IT asset refresh and replacement cycles.

Vendor and Stakeholder Management
- Manage relationships with IT vendors, service providers, and suppliers in the region.
- Collaborate with procurement and legal teams to negotiate contracts, service-level agreements, and pricing terms.
- Monitor vendor performance, conduct regular reviews, and ensure adherence to SLAs and contractual obligations.

IT Security and Compliance
- Implement and maintain IT security policies, procedures, and controls to protect business systems and data.
- Collaborate with the global security team to ensure adherence to corporate security standards and compliance with local regulations.
- Monitor and respond to IT security incidents, conducting investigations and implementing remediation measures as required.

**REQUIREMENTS**:

- Master's degree in Information Technology, Computer Science, or a related field.
- Proven experience in IT support management, preferably in the downstream business sector in Africa.
- Proficiency in troubleshooting hardware, software, and network issues.
- Experience in managing IT support teams across multiple locations and countries.
- Excellent leadership and people management skills.
- Strong analytical and problem-solving abilities.
- Excellent communication and interpersonal skills.
- Ability to work effectively with cross-functional teams and stakeholders.
- Familiarity with IT service management frameworks and practices (e.g., ITIL).
- Understanding of IT security principles and best practices.
- Ability to adapt to a fast-paced and dynamic business environment.
- Fluency in English is required, and knowledge of local languages in African countries is a plus.

Key Relationships and Department Overview:
Internal: Procurement and legal teams and the broader business

External: IT vendors, service providers, and suppliers in the region