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 Procurement:
Comply with the HBM Nigeria Standard procurement process.
Ensure that the IT users in the plant are supplied with the required computer equipment, as approved by HBM IT in order to perform their duties.
Implement, maintain and manage policies that prescribe how PC's and servers must be installed based on standard settings and software.
Ensure that all associated filing & scanning is complete in terms of orders, quotations, proof of delivery and the associated invoice/s for all IT deliveries in the plant.
Maintain relationships with IT vendors, ensuring effective service delivery and issue resolution in the Region.
Collaborate with procurement and finance teams to manage contracts, vendor performance, and align spending with business goals.
Budget and Financial Management:
Develop and manage the regional IT budget, ensuring cost-effective resource allocation and expense control.
Analyze financial performance and propose strategies to optimize IT service delivery costs.
Requirements
Graduate Degree in Business or Management, Computer Science, Engineering or related discipline with an IT focus
Certifications: ITIL; CoBIT, Cisco and Microsoft Certifications (CCNA, CCNP, MCSE, SQL), DB administration, Linux/UNIX OS, virtualization, Service Desk Management and Project Management are a plus
Understanding of IT services, technology and solutions.
End User services experience.
Work experience in a related industry setting (cement, aggregate, ready-mix) is a plus.
Benefits
Your HBM Nigeria Experience:
At HBM Nigeria, there is endless opportunity for you to play your part. Whether you're in a technical, managerial, or frontline role, you can shape a career that works for you.
With us you'll have the chance to embrace the passion we share for our planet.
You'll be encouraged to seek out diverse perspectives, share your ideas and build the skills and connections you need to perform at your best.
Because it's only when we work together in a culture where everyone thrives that we can build the world we all want to live in.