IT User Support Team Lead

HBM Nigeria Plc (Formerly Lafarge)

Lafarge Africa Plc is a leading Sub-Saharan Africa building solutions Company and member of the LafargeHolcim group. The vision of Lafarge Africa Plc is to be the most trusted and preferred partner of African construction professionals and home builders by delivering cement, concrete, aggregates and other building solutions that are best in quality, envir...

IT User Support Team Lead

• Job Type Full Time
• Qualification BA/BSc/HND , Professional Certificate
• Experience
• Location Ogun
• City Sagamu
• Job Field ICT / Computer

Job Description

• The IT Regional Support Manager is responsible for delivering high-quality end-user IT support across assigned locations, ensuring reliable IT operations and an excellent user experience.
• The role provides regional leadership and oversight of IT support services, infrastructure, service levels, and technical teams, while ensuring IT priorities remain aligned with business needs.
• The role leads a diverse support team, drives service excellence and continuous improvement, and coordinates the delivery of IT services across multiple sites.

What you'll be doing

• Implement regional support strategies to meet the unique needs of end users across the region
• Coordinate infrastructure maintenance activities in server rooms, ensuring that all regional sites meet operational and safety standards.
• Ensuring incidents are resolved on time and with excellent quality.
• Ensure the appropriate level of communication with the users.
• Respect the Service Level commitment expected by the user
• Additionally, the IT End User Support (EUS) Lead manages the local IT equipment (databases, servers, network), not in control of the Global I&O teams.

General:

• Prepare and distribute communications to the end users and other IT departments.
• Drive and enforce the implementation of the security, internal control and standardization principles defined by the group and regional teams.
• Create and execute a comprehensive IT support strategy aligned with the organization's overall business objectives for the region.
• Supervise IT support operations, including incident management, problem management, and service request fulfillment for the region
• Oversee the execution of regional disaster recovery and business continuity plans, ensuring readiness and compliance for all facilities in the plant and across depots
• Supervise regional IT infrastructure and specific local applications, ensuring stability, scalability, and efficiency.
• Oversee the management of suppliers, optimizing their performance and cost-effectiveness through strategic service agreements that align with organizational goals.
• Coach, develop and motivate employees within their own area of responsibility and create a work environment that retains the key personnel required to deliver value added innovative IT services across the business.
• Foster relationships with key stakeholders in the region, gathering feedback and addressing concerns to improve IT service delivery continuously.
• Define and Implement service enhancements that will improve the reliability, usability, security, supportability and performance of the desktop environment.
• Facilitate the cross functional work between the I&O (infrastructure and operations)operating areas.
• Conduct regular assessments of network performance and resolve any regional internet service issues promptly, collaborating with network teams and service providers.
• To lead and manage the implementation of new processes, systems, changes or updates/upgrades ensuring alignment with business objectives and timely delivery
• Oversee the efficient transfer of delivered services into the operational organization, ensuring long-term sustainability and support.
• Manage and Ensure Improvements to existing IT infrastructure and services as appropriate.
• Manage Administration of local infrastructure not managed by Global I&O teams.
• Monitor the local applications environment.
• Maintain a comprehensive inventory (Asset Register) of all hardware deployed in the region within a set of standards.
• Follow up on discrepancies and updates of software and licenses in line with the IT software inventory in order to correct irregularities.
• Manage the deployment & service of Video Conferencing, projection equipment, and other IT-related tools critical to business operations.
• Establish and maintain IT tools and systems, including IT service management software, monitoring tools, and collaboration platforms for the region
• Regularly monitor and report IT performance to stakeholders, including customers, management, and IT teams in the region
• Manage the deployment, redeployment and lifecycle of IT equipment ensuring efficient utilization and maintenance.
• Implement and monitor preventive maintenance activities for all IT assets to minimize downtime and extend lifecycle value across the region
• Implement and oversee change management processes to minimize risk associated with IT changes
• Manage the update, support and administration of the Anti-Virus Software and other software as directed by HBM Nigeria Group IT.
• Collaborate with EUS coordinator/Service Delivery Manager to coordinate end user training.

Service Desk:

• Classify and prioritize requests and incidents.
• Oversee the handling of support tickets, ensuring timely resolution.
• Ensure the coordination of 1st, 2nd and 3rd level support.
• Ensure that all calls logged on the service desk are closed timely according to the agreed Service Level Agreements.
• Plan, monitor and optimize the plant service desk activities and resources.
• Respond to inquiries and provide basic training to users in the proper use of hardware and software.
• Supervise IT Support Technicians on Standby.
• Monitor and escalate user's requests according to relevant SLA.
• Ensure that Service Desk requests are updated with all support actions taken, and to be taken,until its successful completion.
• Ensure compliance of plant service desk activities with HBM Nigeria policies.
• Manage the required IT equipment boot stock levels for certain key IT equipment to limit the amount of downtime for users and plants.
• Work proactively on root cause analysis, problem solving and standard operating procedures creation.
• Identify areas for improvement in the region and implement changes to enhance the region's IT support processes and service delivery.
• Assist in the deployment, testing, and support of enterprise IT projects (e.g., software roll outs, network upgrades, security enhancements).
• Monitor and respond to security alerts and incidents
• Provide end-user training sessions or materials to promote best practices in system use and cybersecurity awareness.
• Support user onboarding/offboarding, including device and access provisioning.

IT Proc