As the National Development Bank (NDB) embarks on an ambitious digital transformation journey, the Lead ICT Support will play a pivotal role in ensuring the reliability and efficiency of our technical infrastructure. This position is central to maintaining the high standard of service required to support the bank’s mission of socio-economic transformation and economic diversification within Botswana.
The successful candidate will be responsible for overseeing the daily operations of the ICT support function, ensuring that all hardware, software, and network systems are functioning optimally. You will lead technical troubleshooting efforts and provide high-level support to various departments, bridging the gap between technical operations and business needs.
This role fits into the larger Innovation and Operations framework, focusing on the modernization of IT services. You will work closely with cross-functional teams to implement new technologies that enhance the bank’s digital capabilities, ultimately contributing to a more streamlined and responsive financial institution.
Key Responsibilities
- Supervise and mentor the ICT support team to ensure timely resolution of technical incidents and service requests.
- Manage the deployment, configuration, and maintenance of the bank’s IT infrastructure and end-user equipment.
- Develop and implement standardized ICT support procedures and Service Level Agreements (SLAs).
- Collaborate with the Innovation team to support the rollout of new digital banking platforms and software updates.
- Monitor system performance and security protocols to mitigate risks and ensure business continuity.
- Maintain accurate inventory records and documentation for all ICT assets and troubleshooting processes.
Requirements
- A Bachelor’s degree in Information Technology, Computer Science, or a related technical field.
- Minimum of 6 years of experience in ICT support, with at least 3 years in a supervisory or lead role.
- Professional certifications such as ITIL, MCSE, or Cisco CCNA are highly preferred.
- In-depth knowledge of enterprise-level operating systems, server management, and network security.
- Previous experience working within the financial services or banking sector is an added advantage.
- Strong analytical and problem-solving skills with a focus on service excellence.
- Excellent communication skills, with the ability to convey technical information to non-technical stakeholders.
How to Apply
About the Company
Insync Consulting (Pty) Ltd is a citizen-owned management consulting firm operating out of Gaborone, Botswana. Established in 2011, the company specializes in assisting organisations across Botswana with strategy formulation, organisational development, human capital consulting, and robust research, monitoring & evaluation services. They are dedicated to creating value, improving performance, and fostering sustainable growth for both public and private sector clients. Insync Consulting plays a key role in enhancing operational efficiency and strategic direction within the Botswana business landscape.
Unlocking Potential, Driving Success.
Website: https://insyncconsulting.co.bw/
Job Summary
Frequently Asked Questions
What are the essential qualifications and certifications typically required for a Lead ICT Support role in Botswana?
Candidates usually need a Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant industry certifications like ITIL, CompTIA A+, Network+, or Microsoft Certified Professional are highly valued. Demonstrated experience in a supervisory or lead technical support capacity is also crucial.
What are the common day-to-day responsibilities for a Lead ICT Support professional on a fixed-term contract in Botswana?
Daily duties typically include overseeing a team of support technicians, managing escalated technical issues, and ensuring the smooth operation of IT systems and infrastructure. You would also be responsible for implementing IT policies, providing user support, and contributing to network administration tasks.
What can a job seeker expect regarding the work culture and professional expectations for an IT lead role in Botswana?
The work culture in Botswana often emphasizes respect for hierarchy, punctuality, and a collaborative team approach. Employers expect strong problem-solving skills, proactive maintenance, and a steadfast commitment to delivering high-quality service, especially in a leadership position.
What are the typical career progression paths for someone in a Lead ICT Support role in Botswana?
From a Lead ICT Support position, common advancement opportunities include moving into IT Management, Systems Administration, or specializing in areas like Network Engineering. Continuous professional development and further relevant certifications significantly enhance these career growth prospects.
What kind of benefits package, such as leave and medical aid, is common for a 3-year fixed-term contract Lead ICT Support role in Botswana?
Fixed-term contracts in Botswana generally include statutory benefits such as paid annual leave and sick leave as per labor laws. Many employers also provide contributions towards medical aid, and for longer contracts, a gratuity or some form of pension contribution upon contract completion is often part of the package.
What do employers in Botswana typically look for in applications for a Lead ICT Support role, and how should one best apply?
Employers seek strong technical expertise, proven leadership abilities, and a track record of effectively managing IT support operations and teams. A well-structured CV highlighting relevant experience and qualifications, coupled with a tailored cover letter expressing interest in the local professional context, is essential for a successful application.