Intelligence Match
Match: ??%
Unlock Your Personalized Match
Sign in to see your exact score breakdown and personalized insights.
Team Tagline
About the role
Food Concepts Plc, a leading food service company in West Africa, is seeking an IT Service Manager to ensure reliable, responsive, and customer-focused IT services across head office, restaurant outlets, and support locations. The role oversees service desk operations, incident and problem management, SLA compliance, vendor performance, and continuous service improvement.
Required Skills
Preferred Skills
Similar Skills not Listed
Responsibilities
- Manage day-to-day IT service operations across business locations, ensuring support services are delivered in line with agreed standards and business priorities.
- Monitor service performance, ticket trends, SLA achievement, service availability, and user satisfaction, and implement corrective actions where required.
- Act as an escalation point for major incidents, recurring issues, service disruptions, and business-critical technology concerns.
- Oversee incident management processes to ensure timely logging, prioritization, resolution, communication, and closure of IT support issues.
- Coordinate root cause analysis for repeated incidents and drive preventive actions to reduce downtime and improve service reliability.
- Support change management activities by ensuring technology changes are properly assessed, communicated, documented, and implemented with minimal business disruption.
- Lead and coordinate the service desk and support teams, ensuring clear ownership of tickets, effective escalation, and consistent user communication.
- Define support procedures, service standards, ticket categories, escalation paths, and knowledge base documentation for improved service consistency.
- Promote a customer-focused IT support culture that supports non-technical users with patience, professionalism, and timely follow-up.
- Oversee support and availability of POS systems, ERP access, Microsoft 365, network connectivity, internet links, end-user devices, printers, and approved business applications.
- Coordinate support for new store openings, relocations, technology refreshes, upgrades, deployments, and infrastructure-related service activities.
- Work with technical teams and vendors to resolve system performance issues, application incidents, network outages, and infrastructure support concerns.
- Track vendor performance against agreed SLAs for POS, ERP, internet service providers, hardware support, software platforms, and managed services.
- Coordinate vendor escalations, service reviews, issue follow-ups, and performance improvement actions to protect business operations.
- Maintain clear documentation of service commitments, recurring vendor issues, resolution timelines, and improvement plans.
- Ensure IT assets, support devices, software licenses, user access records, and movement documentation are properly tracked and updated.
- Support timely onboarding, role changes, access reviews, and offboarding activities in line with approved user access and security control processes.
- Promote compliance with IT policies, service procedures, information security requirements, endpoint protection, and acceptable use standards.
- Prepare regular service delivery reports covering incident trends, SLA performance, recurring issues, system availability, vendor performance, user satisfaction, and improvement actions.
- Identify improvement opportunities across support processes, service desk operations, knowledge management, asset control, and service communication.
- Support audits, IT projects, training initiatives, and operational improvement activities as assigned.
Job Application Safety Disclaimer
Your security and privacy are our top priorities. Please be aware that InStreamIQ will never ask you to pay any fees for job applications, placements, or training as a condition of employment.
Furthermore, legitimate employers will not ask for sensitive personal identification such as your Bank Verification Number (BVN), National Identification Number (NIN), or Passport details during the initial application phase. Do not share financial information or make any payments to individuals or organizations claiming to represent an employer. If you encounter any suspicious requests, please report the listing immediately via our support channels.