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IT User Support Team Lead
About this role
The role is for an IT User Support Team Lead in Ogun, Nigeria, at HBM Nigeria Plc. It involves leading regional end-user IT support across multiple sites, ensuring reliable IT operations and a good user experience. The position oversees IT support services, infrastructure, service levels, and technical teams, aligning IT work with business needs and driving continuous improvement. The role includes managing local IT equipment and services not covered by Global I&O, coordinating incident and service request handling, and collaborating with stakeholders to enhance IT delivery. It also covers budget, vendor management, governance, and ensuring security and compliance within the region.
What you would do
- Lead regional IT end-user support and ensure timely, high-quality incident resolution
- Oversee regional IT infrastructure, local applications and equipment not managed by Global I&O
- Coordinate service desk activities across 1st to 3rd line support and monitor SLAs
- Manage regional disaster recovery, business continuity plans and security practices
- Supervise IT support staff, coach and retain key personnel
- Engage with stakeholders to gather feedback and drive service improvements
- Monitor network performance and coordinate with network teams/vendors on regional issues
- Ensure asset inventory, software licensing accuracy and lifecycle management
- Manage IT procurement, vendor relationships and regional budget adherence
- Oversee deployment, testing and support of enterprise IT projects and user training
What they are asking for
- Graduate degree in business, computer science, engineering or related IT-focused field
- ITIL, COBIT, Cisco and Microsoft certifications are a plus
- Experience in end-user IT services and regional or multi-site support
- Prior work in relevant industry (cement, aggregates, ready-mix) is advantageous
- Understanding of IT services, technology trends and service management
- Experience managing budgets and coordinating with procurement and finance teams
- Strong leadership and stakeholder engagement skills
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