Peerless is an innovative, Africa-first B2B software company focused on solving Afrocentric challenges. We believe in leveraging our continent's innate capabilities to build solutions that address our unique problems. Our mission is to empower businesses with a competitive edge, enabling them to become unmatched, unequalled, and truly Peerless.
We Are Hiring: IT Service Desk Manager
Location: Lagos
Job Type: Full-time
Reports To: Head of Engineering
Job Overview
Peerless is recruiting an IT Service Desk Manager to join our B2B SaaS fintech company. This role will involve overseeing the daily operations of our IT Service Desk team, ensuring timely, efficient, and customer-focused handling of all IT support requests. As a key leader, you will manage support specialists, coordinate incident responses, monitor SLAs, and drive continuous improvement.
Key Responsibilities
-
Team Leadership & Management:
Lead, mentor, and develop the IT Service Desk team. Ensure high performance, job satisfaction, and continuous skills development. -
Incident & Request Management:
Ensure timely resolution of IT incidents and service requests, meeting SLAs and collaborating with engineering teams to address complex issues. -
Performance Monitoring:
Track KPIs such as response time, customer satisfaction, and ticket resolution. Provide regular performance reports and propose improvements. -
Tool & Technology Oversight:
Manage service desk tools like ticketing systems and knowledge bases to improve team efficiency. -
Customer Satisfaction:
Ensure excellent service delivery, addressing escalations, and cultivating a customer-centric culture. -
Process Improvement:
Implement ITIL best practices and continuously improve service desk processes to reduce ticket volume and enhance end-user experience.
Requirements
- 3-5 years of IT service desk or technical support experience, with at least 2 years in a leadership role.
- ITIL certification (Foundation or higher) is preferred.
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Experience with service desk software (e.g., ServiceNow, Zendesk).
Why Peerless?
- Work with cutting-edge technologies in a dynamic, fast-paced fintech environment.
- Mentorship from the Head of Engineering and professional growth opportunities.
- Competitive salary and a work environment that values innovation, collaboration, and personal development.
How to Apply
Interested candidates should send a cover letter and CV to:
Email: careers@bepeerless.co
CC: motunrayo.ajayi@bepeerless.co, ajoke@bepeerless.co
Use the Job Title as the email subject.
Conclusion
At Peerless, we are passionate about building a future where Africa can solve its own unique challenges through innovative, homegrown solutions. As we continue to grow, we are looking for talented individuals to join our team and help us deliver exceptional service and support in the fast-paced B2B SaaS fintech sector. The IT Service Desk Manager role presents an exciting opportunity for an experienced leader to shape the future of IT support within a dynamic company.
If you are a proactive problem-solver with strong leadership skills, a customer-focused mindset, and a desire to work in a cutting-edge environment, we encourage you to apply and be part of our mission to create a Peerless impact. Join us in making a difference together, we can build a continent that thrives on innovation and excellence.
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