Head of Technical Support Services

Head of Technical Support Services Department: Technical Operations & Systems Reports To: Chief Technology Officer / Chief Operations Officer Location: Head Office Job Purpose The Head of Technical Support Services will lead the operational, technical, and maintenance support ecosystem for corporate systems, field equipment, and infrastructure. This role ensures high service availability, optimal maintenance schedules, rapid incident response, and continuous technical process optimization across operational sites. Key Responsibilities Departmental Oversight: Lead, mentor, and structure the technical support and service management teams to deliver high SLA adherence. Maintenance & Asset Management: Develop and implement preventative maintenance programs for enterprise hardware, technical infrastructure, and operational equipment. Incident & Problem Management: Oversee Tier 2/3 technical escalation, root-cause analyses, and standard operating procedures (SOPs) for incident resolution. Vendor & Service Management: Negotiate and monitor Service Level Agreements (SLAs) with external hardware, software, and technical service providers. Process Optimization & Reporting: Standardize technical support workflows, maintain asset registries, and deliver monthly executive operational summaries. Key Qualifications & Experience Bachelor's Degree in Information Technology, Computer Engineering, Electrical/Mechanical Engineering, or relevant technical field. Minimum of 8-10 years' experience in technical operations/support management, with at least 4 years at a manager or head level. Relevant certifications (e.g., ITIL Master/Expert, PMP, COBIT) are highly desirable. Strong leadership capability with demonstrated expertise in managing technical teams and complex SLAs. TO APPLY Application Process Interested candidates meeting the above criteria should submit their application dossier as follows: 1.Updated CV detailing managerial and technical leadership experience. 2.Cover Letter addressing your suitability for the role. 3.Copies of relevant professional and technical certifications. Email Subject Line: Application: Head of Technical Support Services - [Your Full Name] Submission Email: Joinus@africapaciti.com Application Deadline: 31 October 2026 Duties and responsibilities Departmental Oversight: Lead, mentor, and structure the technical support and service management teams to deliver high SLA adherence. Maintenance & Asset Management: Develop and implement preventative maintenance programs for enterprise hardware, technical infrastructure, and operational equipment. Incident & Problem Management: Oversee Tier 2/3 technical escalation, root-cause analyses, and standard operating procedures (SOPs) for incident resolution. Vendor & Service Management: Negotiate and monitor Service Level Agreements (SLAs) with external hardware, software, and technical service providers. Process Optimization & Reporting: Standardize technical support workflows, maintain asset registries, and deliver monthly executive operational summaries. How to apply Application Process Interested candidates meeting the above criteria should submit their application dossier as follows: 1.Updated CV detailing managerial and technical leadership experience. 2.Cover Letter addressing your suitability for the role. 3.Copies of relevant professional and technical certifications. Email Subject Line: Application: Head of Technical Support Services - [Your Full Name] Submission Email: Joinus@africapaciti.com Application Deadline: 31 October 2026