Key Responsibilities:

• Ensure the function of IT service desk and support services are aligned with IT service management standards.
• Ensure all users benefit from technology effectively and assess user needs and requirements continuously.
• Plans and organises support structure for resolution of incidents, problems and repair for IT equipment and software applications.
• Monitors and provides solutions for the security of data in end-user computing devices and takes appropriate steps to address security breaches.
• Establishes strong working relationships with technology and component vendors and ensures service levels.
• Oversees IT service desk and support staff, including compliance of standards and training.
• Plan and coordinate end-user training and orientation for technology and help them become familiar with common office software and in-house developed applications.

Qualifications and Experience:

• Master’s degree in Computer Science/IT or equivalent education from a recognized Institution with 10-12 years of relevant experience, out of which 5 to 6 years in a managerial role, in a large organization, preferably in a healthcare setup.
• Certifications in ITSM would be an advantage
• Should have experience in developing user manuals, guidelines and service management documents
• Should have good knowledge of industry-standard backup and archive solutions.
• Should be able to implement disaster recovery methodologies
• Good communication, analytical and problem-solving skills
• Project Management & Team Management Skills