The Malawi-Liverpool Wellcome Programme (MLW) is a world-class health research institution committed to improving health through research, capacity building, and strong partnerships.

• Lead the Service Desk function as the single point of contact (SPOC) for all IT incidents, requests, and communications, delivering a high‑quality, customer‑centric service experience.
• Establish, mature, and continuously improve ITIL 4 practices (Incident, Request, Major Incident, Problem, Knowledge, Service Level Management, Change Enablement, and Continual Improvement) to support research and operations, in line with the organization’s IT Strategy 2025–2029.
• Run the Service Desk as the central SPOC for users, ensuring empathetic, clear, and timely communications across channels (portal, chat, email, phone).
• Define and maintain service hours, shift patterns, and on-call coverage to meet business criticality (research and operations).
• Drive a customer centric culture through coaching, QA reviews, and customer service training programs.
• Implement and mature Incident Management to restore services quickly and minimize impact; measure MTTA/MTTR and FCR.
• Lead Major Incident handling (war rooms, stakeholder comms, executive updates) and ensure robust post incident reviews with action tracking.
• Own the service catalog, request models, and workflows; ensure catalog items have clear SLAs, approvals, and fulfillment paths.
• Promote self-service and automation (e.g., password resets, software requests) to improve speed and reduce costs.
• Establish Problem Management (trend analysis, RCA methods, known errors, workarounds) to prevent recurrence and reduce incident volume.
• Build and maintain a knowledge base (KCS‑style) with searchable, up‑to‑date articles; drive knowledge‑centered service practices within the team and with SMEs. (Aligned with ITIL practices and service desk success factors).
• Recruit, onboard, and develop analysts; implement mentorship, knowledge sharing, and certification pathways (e.g., ITIL 4, product/tooling)
• Define, negotiate, and review SLAs/OLAs/UCs; publish monthly dashboards (volumes, SLAs, CSAT, trends) and improvement recommendations.
• Participate in CAB, assess change risk/impact on users, prepare comms and support models; protect service quality during releases and maintenance windows.
• Administer and continuously improve the ITSM platform (queues, forms, knowledge, integrations, automation, reporting).
• Ensuring asset and configuration data used by the desk (e.g., CI lookups) is accurate enough to support diagnoses and impact assessments. (Supports incident restoration and change success.).
• Embed security awareness and secure operations practices (verification steps, phishing reporting, secure remote support).
• Coordinate Access Management/IAM handoffs (joiners/movers/leavers) aligned to RBAC and least‑privilege principles.
• Maintain regular forums with research and operations units; capture demand and feedback to inform CSI and catalog evolution.
• Manage performance of vendors/partners supporting end‑user services and devices.

• Strong people leadership: coaching, performance management, workforce planning.
• Excellent stakeholder management and communication; ability to translate technical issues into business impact.
• Process design and continual improvement mindset; data‑driven decision making.
• Tooling: administration of mainstream ITSM platforms; automation and reporting proficiency.
• Collaboration across infrastructure, applications, data/BI, and information security teams to support modernized, resilient services.

• Bachelor’s degree in Information Technology, Business Information Technology, or a related field. A master’s degree will be considered an added advantage.
• ITIL 4 certification or other relevant certifications.
• Minimum of 5 years of proven experience in IT Service Support
• Demonstrated ability to lead and manage a diverse IT support Team effectively.
• Experience in healthcare or research environments is highly desirable.