Ernst & Young Job Vacancy in Kenya : OSS Team Lead

Job description
Job Summary:
The OSS Team Lead manages a large team to provide all aspects of end-user technology support within a large geography (large single office/multiple offices/multiple countries) to prioritize tasks, interpret information, and apply technical knowledge to satisfy end user and firm objectives. This
position has accountability for all aspects of end-user support within the defined geography, ensuring that metrics and performance standards are achieved and maintained. The position is also responsible for all aspects of staff management (hiring, development and review, etc.) for OSS staff in the defined geography.
 
Essential Functions of the Job:

• Leverage multiple resources and coordinate team initiatives in order to meet customer needs consistent with IT Service support processes and expectations. Facilitate the implementation and support of defined solutions.
• Act creatively to prioritize tasks, interpret information, and apply technical knowledge to facilitate the implementation of technical and business solutions to complex technology needs and issues; develop complex action plans and strategies; oversee team members to ensure that appropriate tools, techniques, and standards are being utilized; analyze the impact of decisions; and mentor others through the solution process in order to satisfy end user needs.
• Build and maintain productive relationships with a wide range of end users within the geography supported by the local OSS team.
• Act as a liaison between OSS and end users supported by the local OSS team to ensure effective communications flow on matters related to end user support.
• Anticipate technology support issues, and act creatively to prioritize tasks, interpret information, and apply technical knowledge to facilitate the development and implementation of technical and business solutions to complex end user technology needs and issues.
• Work independently and or lead projects as assigned. Assess the special needs of local area offices and engagements, and respond appropriately.
• Document and track the status of inquiries, coordinate appropriate responses, and follow up to ensure end user satisfaction. Provide team oversight to ensure support metrics and key performance indicators are achieved.
• Maintain an understanding of the Firm’s business, organization and strategy sufficiently to resolve and anticipate end user technology issues that affect productivity of Firm personnel.
• Maintain a thorough understanding of IT Services’ organization and service offerings in order to identify how best to address end user technology needs and incidents.
• Maintain a thorough understanding of the business drivers and technology needs of key engagements and accounts located within the supported geography. Communicate unique needs and customer feedback to appropriate IT Services personnel to ensure business imperatives are anticipated and addressed as possible/necessary.
• Understand and apply HR policies for the geography supported in a consistent and fair manner.
• Participate with and provide technical consultation to senior IT management as requested.

Analytical/Decision Making Responsibilities:

• Strong analytical skills are required to address major incidents impacting the geography supported.
• Decision making responsibilities include the prioritization of work for an OSS team, and determining approaches to addressing service delivery concerns.
• This role receives limited oversight from a supervisor and is expected to be able to work independently.

Knowledge and Skills Requirements:

• The ability to coordinate the daily responsibilities of a large team, including interacting with staff in a virtual manner.
• The ability to handle all aspects of staff management (hiring, development, personnel issues, etc.).
• The ability to work on multiple projects simultaneously in a fast-paced, high-energy environment.
• An understanding of the Firm’s business and organizational structure.
• Excellent customer service attitude.
• Ability to work effectively with all levels of end users and IT personnel.
• The ability to establish strong relationships with key customers who lead office functions or large engagements and accounts.
• Proficiency in English language communication skills (reading, writing, speaking).

Supervision Responsibilities:

• This role will lead and manage a large team, which may be located in single large office, multiple small offices or multiple countries.

Other Requirements:

• OT is worked as necessary
• Travel to offices supported within the geography of support will be necessary

Desired Skills and Experience
Qualification

Job Requirements:

Education:

· A Bachelor’s degree or equivalent work experience.

Experience:
· At least 4 years in leading teams and staff, or equivalent management experience.

· Approximately 6 -10 years of management experience in support of IT products.

· Broad knowledge of/experience in end user computing and PC Workstation-based applications and hardware.

Who we are:

At EY we support you in achieving your unique potential both personally and professionally. We give you stretching and rewarding experiences that keep you motivated, working in an atmosphere of integrity and teaming with some of the world’s most successful companies. And while we encourage you to take personal responsibility for your career, we support you in your professional development in every way we can. You enjoy the flexibility to devote time to what matters to you, in your business and personal lives. At EY you can be who you are and express your point of view, energy and enthusiasm, wherever you are in the world. It’s how you make a difference.

How to Apply

Submit your CV and Application online : Click Here