IT Help Desk Lead

IT Help Desk Lead at Nestoil Limited

Nestoil is Nigeria’s largest indigenous Engineering, Procurement, Construction, and Commissioning (EPCC) Company in the Oil and Gas sector and has been a significant contributor to local content in the industry since its inception about 30 years ago. With approximately 2,000 direct employees, Nestoil continues to redefine industry standards in Pipeline Construction, Repairs and Maintenance, and associated facilities for Dredging, River Crossing, and Shoreline Protection.

Job Description

Nestoil is on an evolutionary journey and is looking to hire an experienced IT Help Desk Lead to join its diverse team. In this role, you will work closely with Strategic Business Units (SBUs) and departments across the Group. Your primary objective is to rapidly resolve technology issues reported through the ticket system, phone, email, and other mediums. This position requires a hands-on technical leader responsible for delivering excellent support experience to all staff and partners.

Responsibilities

As an IT Help Desk Lead, you will be responsible for:

• Delivering frontline technical support to all staff and partners.
• Fostering positive end-user relationships and driving customer satisfaction.
• Promoting continuous improvement of Tier 1 support, laptop/desktop administration, and telecom delivery for all stakeholders.
• Escalating and resolving software issues to the Applications Development/Support team.
• Escalating and resolving third-party software/systems issues by the support team.
• Defining team goals and leading staff to achieve desired results while being accountable for team performance.
• Defining and implementing processes and procedures for supporting all departments across the organization.
• Collecting feedback to determine patterns and issues so they can be resolved.
• Providing FAQs to customers to ease troubleshooting and deepen their knowledge.
• Developing and maintaining a Technical Support knowledge base.
• Managing software and hardware purchases for the division, analyzing technology trends, and recommending effective and economical solutions to IT needs.
• Accomplishing objectives by supervising employees and monitoring their progress and performance.
• Maintaining departmental staffing by helping to recruit, orient, mentor, and train employees while guiding them toward personal development.
• Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
• Gathering and reporting operational metrics, accomplishments, and priorities for leadership meetings.
• Establishing and implementing ITIL standards.
• Analyzing the business requirements of all departments to determine their technology needs.
• Successfully delivering services and projects supporting the business on time and within budget through proactive team management and leadership.
• Conducting regular check-ins with all direct reports to monitor performance, track progress of work.
• Conducting annual performance evaluations for all direct reports.
• Maintaining a safe and healthy work environment by establishing and enforcing organization HSE standards and adhering to legal regulations.
• Identifying the need for upgrades, configurations, or new systems and reporting to management.
• Monitoring financial resources.
• Administering and supporting TEAMS Phone system and its related applications.
• Assisting the System Administrator with daily tasks and troubleshooting.
• Managing and working on cross-team projects.
• Effectively leading team efforts and integrating the skills and strengths of individuals across teams for project and organizational success.

Requirements

• Bachelor’s / HND in Computer Science, Information Systems, or a related discipline.
• ITIL Foundations Certification (PMP training/certification is a plus).
• Minimum of 5 years of technical and customer service experience.
• Hands-on experience with a wide variety of computer software, hardware, and peripherals, including Microsoft 365, SAP ByD, and SuccessFactors.
• Current management experience that demonstrates proficiency in leadership techniques and management of resources.
• Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear and concise manner.
• Ability to plan, organize, and coordinate work to meet established deadlines and accommodate rapidly changing priorities.
• Ability to communicate, partner, and collaborate with other units in the ICT Department.
• Demonstrated de-escalation skills and ability to effectively diffuse/resolve user complaints.
• Ability to foster a culture of continuous improvement.
• Proficiency in Microsoft Windows Desktop and Server Operating Systems.
• Hands-on experience with remote support tools.
• Use of the ticketing system to document and track user issues and manage team member performance.
• Experience with computer security systems, password, and file protection protocols.
• Intermediate knowledge of computer networks and protocol.
• Systems administration experience.
• Solid technical background with an ability to give instructions to a non-technical audience.