IT Infrastructure Helpdesk Manager

The Access Bank UK Ltd has a strong presence across Africa, Europe, and key global markets including France, Malta, Hong Kong, and Dubai. Joining Access Bank offers unparalleled exposure to international finance, allowing professionals to work closely with diverse teams and markets across continents. This dynamic environment provides invaluable experience in cross-border banking operations, global trade, and sustainable finance. You will be part of an Investors In People Platinum award winning organisation.


About the role:


Team Leadership People Development

Lead, inspire, and manage team, creating an inclusive and supportive culture that promotes high performance, professional growth, and accountability.
Actively mentor team members, providing regular coaching, development plans, and career progression guidance to enhance individual and team capabilities.
Set clear, measurable objectives through ongoing performance evaluations and regular one-to-one meetings, offering constructive and developmental feedback.
Identify skills gaps and training needs within the team, coordinating relevant learning opportunities and certifications to build a future-ready IT support function.
Foster a culture of collaboration, knowledge sharing, and continuous improvement, encouraging innovation and empowering team members to take ownership of their work.

Operational Service Delivery Management

Oversee day-to-day operations of the IT helpdesk and infrastructure support, ensuring prompt and effective resolution of technical issues in line with SLAs.
Embed best practices and service standards through the implementation and refinement of clear policies and procedures across helpdesk and infrastructure teams.
Monitor service performance using KPIs and customer feedback, using insight to drive continuous improvement and training.
Build strong relationships with third-party IT vendors, managing contracts and service delivery to ensure value and alignment with Bank requirements.
Ensure systems across the Bank's IT estate – including servers, storage, and networks – are robust, secure, and operating at optimal performance.
Collaborate closely with the IT Development team to ensure integrated, seamless support services and project delivery.
Champion cybersecurity by ensuring strong controls are in place, including patch management, updates, and compliance with internal policy.
Take the lead on infrastructure projects and improvements, including upgrades, system migrations, and process enhancements.
Oversee the helpdesk ticketing system, ensuring service requests are tracked, prioritised, and resolved effectively. Maintain comprehensive support documentation.
Support Facilities management in collaboration with the Facilities Coordinator, ensuring Bank premises and infrastructure needs are met and well-documented. Read more