Service Operations Supervisor

POSITION:             SERVICE OPERATIONS SUPERVISOR     

JOB GRADING:        C3

DEPARTMENT:       ICT

Role Details:

Gold Fields Ghana is seeking to employ an experienced and self-motivated individual for the position of a Service Operations Supervisor. Reporting to the Desktop Support Engineer, the incumbent will supervise day-to-day IT service operations and the service desk, ensuring reliable user support, effective incident and request fulfilment, adherence to service levels, and continual improvement of ICT services across the operation.

Key Responsibilities:

• Supervise daily service desk and end-user support activities, allocate workload, monitor queues and ensure incidents and service requests are logged, categorized, prioritized and resolved within agreed service levels.
• Coordinate major incident response, escalation and stakeholder communication, ensuring timely restoration of service and completion of post-incident reviews and corrective actions.
• Monitor operational performance through service metrics, trend analysis and user feedback; prepare regular reports and implement improvement plans for recurring service issues.
• Lead problem management activities, facilitate root-cause analysis and maintain known-error and knowledge records to reduce repeat incidents and improve first-contact resolution.
• Ensure service operations comply with approved ICT policies, information security requirements, change controls, standard operating procedures and audit recommendations.
• Coach, schedule and performance-manage service operations personnel; identify capability gaps and coordinate technical, customer-service and safety training.
• Maintain effective relationships with users, infrastructure and applications teams, vendors and business leaders to coordinate support, planned changes and service restoration.
• Support service continuity, asset and configuration management, access-control administration and vendor performance management while promoting cost-effective use of ICT resources.

Key Requirements:

• Minimum of five (5) years working experience in similar position.
• Bachelor’s degree in information technology, Computer Science, Information Systems or a related field from a recognized institution.
• ITIL Foundation or higher; relevant Microsoft, service management or support certification will be an added advantage.
• Have a hands-on approach to obtain required results.
• Demonstrate good interpersonal and communication skills
• Have good human relations.
• Valid Ghanaian driver’s license and proficiency in driving light vehicles.