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Full-time
IT Service Support Specialist Job at DFCU Bank
DFCU Bank
Job Description
The IT Service Support Specialist will report to the IT Service Delivery Manager and be responsible for supervising the day-to-day activities of the IT Service Desk function. The role focuses on ensuring high-quality IT service delivery, supporting performance reporting, and guiding IT support staff and service providers to meet agreed Service Level Agreements (SLAs). This position plays a critical role in maintaining IT system stability, improving IT service processes, and enhancing the overall technology support experience within the bank.
Duties, Roles and Responsibilities
- Supervise IT Service Desk Analysts and IT Support teams.
- Monitor and support IT Service Desk performance and service quality.
- Manage and maintain IT service delivery tools, including IT Service Management (ITSM) systems.
- Oversee problem and change management tasks within the IT Service support function.
- Log, categorize, prioritize, and assign IT incidents, service requests, and problems.
- Ensure system stability during IT services transition and upgrades.
- Manage performance of internal and external IT service providers.
- Support continuous improvement initiatives for IT services.
- Enhance IT service level success and drive customer-oriented service processes.
- Ensure SLA compliance by monitoring, measuring, and reporting on IT service performance.
- Promote dependable IT service lifecycle management practices.
- Collaborate with business and IT teams to ensure IT services meet organizational needs.
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
Interested candidates should apply via the DFCU Bank career portal:
- Click on “Career Opportunities” to access the job listing.
- Recommended browser: Google Chrome.
Application Deadline: Friday, 26th December 2025
Notes:
- Only shortlisted candidates will be contacted.
- All recruitment terms and conditions as per the HR Policies and Procedures Manual
Applications are managed via the AfriCareers Jobs Portal:
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Click the Apply button below
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New users: Select Create Profile and complete the Profile Creation Wizard
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Existing users: Log in and update your profile if needed
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Go to the "Jobs" tab
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Read the detailed job description, Roles and Qualifications.
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Submit your application via the jobs portal
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Track progress under "My Applications" tab
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