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IT Service Desk Lead at Prudential Life Insurance Ghana

IT Service Desk Lead

Prudential Life Insurance Ghana

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Prudential Life Insurance Ghana is seeking the services of qualified, hardworking, and experienced individuals for the position of an IT Service Desk Lead. The successful will provide first-line support for end users, ensuring the timely resolution of technical issues. The ideal candidate must have a Bachelor’s degree in Information Technology or a related field. The following are the responsibilities and qualifications for the position;

Role Overview:

We are seeking a dynamic and experienced IT Service Desk Lead to coordinate the resolution of end-user issues and the maturity of IT Service Management processes in PLIG. The role will collaborate with other service desk teams in our other Africa Local Business Units.

This role will be pivotal in enhancing service delivery, governance, and operational excellence through structured IT Service Management practices and continuous improvement initiatives.

 Responsibilities

End User Support & Ticket Management:

       i.          Provide first-line support for end users, ensuring timely resolution of technical issues.

     ii.          Manage and resolve service tickets efficiently, escalating complex issues as needed.

    iii.          Communicate resolution progress clearly and regularly to stakeholders and end users.

ITSM Process Leadership:

       i.          Lead and mature core ITSM processes, including Incident

     ii.          Management, Major Incident -Management, Service Level Management, Problem Management & Root Cause Analysis, and Change Management.

    iii.          Develop and enforce process documentation, workflows, and governance models.

ITSM Governance & Performance Management:

       i.          Monitor and report on ticket SLA compliance, aging analysis, and team performance metrics.

     ii.          Drive accountability and continuous improvement across resolver groups.

Vendor & Customer Engagement:

       i.          Conduct regular vendor SLA reviews to ensure alignment with service expectations.

     ii.          Champion internal customer SLA satisfaction through feedback loops and service quality initiatives.

Shared Service Desk & Africa-Wide Collaboration:

       i.          Develop and scale shared service desk capabilities across regions.

     ii.          Establish and manage OneTech resolver groups for cross-functional and cross-business issue resolution.

    iii.          Lead continuous upskilling programs for IT service teams.

 Qualifications

       i.          Bachelor's degree in information technology or a related field.

     ii.          ITIL V4 Foundation Certification is mandatory, an ITIL Manager or ITIL Practitioner. A certificate is an advantage

    iii.          2-3 years of hands-on ITSM experience, preferably in a multi-site or regional setup

Key Functional Skills:

       i.          Strong analytical and problem-solving skills.

     ii.          Excellent communication and stakeholder management.

    iii.          Ability to lead cross-functional teams and influence without authority.

   iv.          Passion for continuous improvement and service innovation.

     v.          Proven experience in Service Desk Management or End User Support.

   vi.          Strong working knowledge of ITSM tools such as RemedyForce (RF) and ServiceNow.

  vii.          Demonstrated success in driving ITSM process maturity and service excellence.

 

How to Apply

Apply for IT Service Desk Lead

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