Overview:
To coordinate and optimise Level 1 IT support across Tanzania, Kenya, Zambia, Malawi, Mozambique, Namibia and Uganda, ensuring consistent, high-quality service delivery for infrastructure, desktop, printing, general end-user, and basic application support. The role acts as a bridge between local business needs and SA & Global IT standards, ensuring operational excellence and customer satisfaction.
Job Functions:
Service Delivery & Operations
- Supervise and coordinate daily activities of Level 1 IT technicians in Tanzania.
- Coordinate service delivery alignment across all over-border countries.
- Ensure adherence to standardised support processes, escalation protocols, and service desk procedures as defined by SA and Global IT.
- Monitor service levels, ticket resolution times, and customer satisfaction metrics for.
- Facilitate knowledge sharing and best practices among technicians to drive continuous improvement.
Over-border IT Vendor Management
- Coordinate and manage relationships with local and regional IT vendors across Tanzania, Kenya and Uganda, and align the approach with Zambia, Malawi, Mozambique, and Namibia.
- Support procurement, onboarding, and performance evaluation of IT service providers, hardware suppliers, and maintenance contractors.
- Ensure vendors comply with SA & Global IT standards, security requirements, and contractual obligations.
- Monitor vendor service levels, escalate issues, and drive resolution of service delivery problems.
- Collaborate with the Tanzania (and Kenya) Financial Manager and IT Service Delivery Manager (South Africa) to optimise vendor contracts, costs, and service quality.
- Maintain records of vendor agreements, renewals, and performance metrics.
- Participate in vendor selection processes and contribute to regional IT sourcing strategies.
Stakeholder Engagement
- Serve as the primary IT support contact for local business units in the assigned countries.
- Collaborate with the Tanzania Financial Manager to ensure IT support aligns with business priorities and operational requirements.
- Maintain regular communication with the IT Service Delivery Manager in South Africa to ensure alignment with SA & Global IT strategy and standards.
Process & Compliance
- Support the implementation, operation and maintenance of ITIL-based service management processes (Incident, Request, Problem, and Knowledge Management) at the country level.
- Ensure compliance with SA & Global IT policies, security standards, and asset management procedures.
- Support lifecycle management of end-user devices, including onboarding, provisioning, maintenance, and disposal.
- Support the rollout of regional IT initiatives in-country.
Team Leadership & Development
- Provide guidance, coaching, and performance feedback to Level 1 technicians.
- Identify training needs and facilitate skills development to enhance service quality.
- Foster a culture of accountability, customer focus, and operational discipline.
Continuous Improvement
- Analyse service trends and recurring issues to recommend process improvements.
- Promote self-service, automation, and knowledge management initiatives to reduce ticket volumes and improve efficiency.
- Support the implementation of service improvement initiatives in collaboration with the IT Service Delivery Manager.
Requirements
Education and Qualification
- Diploma or degree in Information Technology, Computer Science, or related field.
- 3+ years’ experience in IT support or service delivery roles, preferably in a multi-country or regional context.
- Proven experience in desktop, infrastructure, and end-user support.
- Familiarity with ITIL service management processes; ITIL Foundation certification is desirable.
- Strong communication, organisational, and problem-solving skills.
- Ability to work independently and collaboratively across diverse teams and geographies.
Technical Skills
- Service-oriented mindset with a focus on customer satisfaction.
- Operational discipline and attention to detail.
- Ability to manage multiple priorities and stakeholders.
- Cultural sensitivity and adaptability in a multi-country environment.
Join Steinweg to ensure our services exceed client expectations. Apply now to become part of our dynamic team!
Interested?
Please send your CV to recruitment@za.steinweg.com