ICT Client Services Manager

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ICT Client Services Manager

  • Post Date:April 25, 2022
  • Views 557
0 Applications
  • Career Level Manager
    Qualification Master’s Degree
    Experience 1-3 Years
  • Industry Education
Job Description

Person Specification

Reporting to the Executive Director, this position is the go-to point of contact for all operational issues within the ICT Department, helping to ensure that ICT delivers the exceptional levels of service our clients expect. The Manager also ensures client satisfaction is continuously improved and acts as the “voice of the client” within ICT


The ideal candidate should:

  • Hold a Master’s degree in Computer Science, Computer Engineering, Data Analytics majoring in IT or related technical discipline apart from possessing a Bachelor’s degree in Computer Science, Information Systems or any other relevant discipline.
  • At least one year of Client Service management and experience in both software development and computer networking is a distinct advantage.
  • Familiarity with Pastel Evolution and Belina Payroll support is a distinct advantage. Certification in IT Governance such as COBIT or ITIL and is an added advantage.
  • Previous experience at senior level in a university environment or similarly complex and diverse organization is an added advantage.

Duties and Responsibilities

  • Responsible for the operational management of call assignments within the Service Desk team and to other units of ICT Office as appropriate;
  • Identifying and analysing complex technical issues, and helping to find appropriate solutions including consulting specialists where required;
  • Classifying and prioritising problems, documenting their causes and implementing remedies and preventative measures;
  • Ensuring that the call logging and inventory systems are fit for purpose and are used effectively and efficiently by the team;
  • Ensuring support for existing and emerging ICT services, including providing technical advice to project teams;
  • Patching and updating operating systems and other software and liaising with the infrastructure team to ensure that appropriate cyber security measures are in place;
  • Designing and leading new initiatives and implementing operational changes in services;
  • Identifying and researching relevant new technologies to enhance the operational effectiveness of the Service Desk;
  • Ensuring that all processes used by the service desk are documented, and regularly improved;
  • Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset;
  • Setting specific customer service standards and development of SLAs;
  • Coordinating ICT Department meetings;
  • Developing daily, weekly and monthly reports on helpdesk team’s productivity;
  • Managing and supporting a team of help desk technicians;
  • Owning the knowledge base tool and developing ICT service policies and procedures for its effective use, systems manuals, including review and compliance;
  • Performing any other duties as assigned by the Executive ICT Director


Six copies of the application letter, certified copies of certificates and CVs giving full personal details including full names, place and dates of birth, qualifications, experience, present salary, date of availability and names, addresses and telephone numbers of at least three referees should be addressed to: –

The Senior Assistant Registrar, Human Resources
Chinhoyi University of Technology,
Private Bag 7724,

Telephone No: – 0267-2129454 or 02671-2125293

NB: Applications may be emailed to [email protected] and should be sent as a single PDF document.

Applications that do not comply with the requirements will be disqualified. The closing date for receipt of applications is 26 April 2022.