Service Operations Supervisor

About the role

Gold Fields Ghana is hiring an experienced and self-motivated Service Operations Supervisor (Job Grading C3, ICT department). Reporting to the Desktop Support Engineer, the incumbent supervises day-to-day IT service operations and the service desk, ensuring reliable user support, effective incident and request handling, adherence to service levels and continual improvement of ICT services.

Key responsibilities

• Supervise daily service desk and end-user support, allocate workload, monitor queues and ensure incidents and requests are logged, categorized, prioritized and resolved within agreed service levels.
• Coordinate major incident response, escalation and stakeholder communication, and ensure timely service restoration, post-incident reviews and corrective actions.
• Monitor performance through service metrics, trend analysis and user feedback, prepare regular reports and run improvement plans for recurring issues.
• Lead problem management, facilitate root-cause analysis and maintain known-error and knowledge records to reduce repeat incidents.
• Ensure compliance with ICT policies, information security, change controls, SOPs and audit recommendations.
• Coach, schedule and performance-manage service operations staff, identify capability gaps and arrange technical, customer-service and safety training.
• Maintain relationships with users, infrastructure and application teams, vendors and business leaders to coordinate support, planned changes and service restoration.
• Support service continuity, asset and configuration management, access control and vendor performance management.

Required profile

• Minimum of five years of experience in a similar position.
• Bachelor's degree in information technology, computer science, information systems or a related field from a recognized institution.
• ITIL Foundation or higher; a Microsoft, service management or support certification is an added advantage.
• Hands-on approach, good interpersonal and communication skills, and good human relations.
• Valid Ghanaian driver's license and ability to drive light vehicles.