Key Duties & Responsibilities

Technical Operations & Process Management

• Plan, execute, and oversee technical activities across all client and project sites.
• Allocate technical resources and balance staff workloads evenly to optimize productivity.
• Perform regular reviews of operational processes, work instructions, and checklists to align with business objectives and industry standards.
• Identify and implement opportunities to automate repetitive administrative tasks.
• Identify, record, and assist in resolving operational and technical challenges using evidence-based solutions.

Support Platform & Escalation Management

• Follow up and closely track tickets raised on the online support platform to ensure prompt resolution.
• Assess and escalate overdue or high-priority tickets to management for immediate resolution.
• Collaborate with customer support and sales teams to eliminate operational friction and improve workflow.

Team Leadership & Development

• Build, mentor, and maintain a high-performing technical team.
• Provide ongoing technical support and guidance to staff and clients at project locations.
• Assess training and professional development needs for the technical team and deliver targeted training programs.

Client Service Delivery &Field Operations

• Deliver high levels of customer service with a strict focus on client satisfaction and service quality.
• Monitor, document, and report technical challenges faced by field staff and clients.
• Travel frequently across the country to engage with existing clients, site teams, and prospective opportunities.
• Deploy to project sites for extended durations (exceeding one week) during major system implementations.

Strategic Alignment & Reporting

• Act as a direct bridge between technical teams and executive leadership.
• Track operational performance metrics and Key Performance Indicators (KPIs).
• Prepare accurate, precise reports on technical activities, site incidents, and operational metrics for executive review.
• Perform any other professional duties as assigned by Supervisors.

Requirements & Qualifications

• Minimum Experience: Minimum of 3 years of progressive experience in technical operations, IT support management, or a related leadership role.
• Technical Proficiency: Proficiency in Microsoft Office Suite and Windows Server administration.
• Language Skills: Professional fluency in spoken and written English.
• Work Flexibility: Willingness to work long and odd hours (including weekends) and engage in frequent nationwide travel, including staying at project sites for more than a week during implementations.

Location: Accra

Salary: Attractive