Lead- Infrastructure and End User Support Uganda Old Mutual

Provide hands-on technical leadership to facilitate the day-to-day IT needs of UAP-Old Mutual Uganda LTD. This involves managing and supporting end-user devices, servers, network infrastructure and telephony, and leading the help desk team.

• Contract team-specific deliverables with the Country ICT Manager.
• Manage and support all computer infrastructure (e.g., laptops, network devices, Telephony, and servers).
• Perform hardware and software audits to ensure compliance with licensing and IT policy requirements (e.g., Security Compliance).
• Lead the in-country help desk team, as the first point of contact for all I.T.-related issues.
• Monitor and ensure performance as per the Service Level Agreements for the infrastructure, end-user support and help desk domains.
• Support the Call Center Telephony Services and related software and hardware.
• Identify and implement cost-saving / optimization initiatives.
• Communicate effectively regarding support-related activities.
• Responsible for capacity management and proactive monitoring of the production environment.
• Maintain an up-to-date IT asset register.

Knowledge and Experience
• Degree in the IT field and at least 3 years of IT experience
• Leadership skills
• Understanding of Network routing and switching
• CCNA, ITIL or other IT Support/Cybersecurity/Networking certification will be an added advantage.

Skills
Call Center, Capacity Management, Cybersecurity, End Users, End User Support, Information Communication Technology (ICT), IT Policies, Network Infrastructures, Networking Hardware, Proactive Monitoring

Education
Bachelors Degree (B): Information Technology (Required)