IT Service Manager at Food Concepts Plc – Lagos

Food Concepts Plc is recruiting a full-time IT Service Manager in Lagos to oversee responsive, reliable technology support across its head office, restaurant outlets and other business locations.

Responsibilities

• Direct daily IT service operations, track tickets, service availability, SLA performance and user satisfaction.
• Oversee incident and problem management, major escalations, root-cause investigations and preventive action.
• Coordinate changes to business technology with appropriate assessment, documentation and communication.
• Lead service desk teams, support procedures, ticket ownership, escalation paths and knowledge resources.
• Maintain support for POS, ERP access, Microsoft 365, networks, internet connections, end-user devices and business applications.
• Coordinate technology support for new outlets, relocations, upgrades and deployments.
• Monitor vendors, service commitments, escalations and SLA performance across hardware, software and connectivity.
• Maintain IT asset, licence and access records and support onboarding, offboarding and security controls.
• Produce service delivery reports on resolution time, recurring incidents, uptime, vendor performance and user feedback.
• Drive continuous improvement, support audits and projects, and promote reliable customer-focused service.

Requirements

• Bachelor’s degree or HND in Information Technology, Computer Science, Information Systems, Computer Engineering or a related discipline.
• Three to five years’ progressive experience across IT operations, service desk, service delivery, infrastructure, applications or related IT management.
• At least three years’ supervisory, coordination or managerial experience.
• Postgraduate qualification in business, technology or management is an advantage.
• Experience in multi-site retail, quick-service restaurants, hospitality, FMCG or related services is an advantage.