Role Summary
We are seeking a dynamic and results driven Hardware and services manager to be based in Lusaka. The Manager – Hardware and Services oversees the end-to-end lifecycle of ICT hardware provisioning, installation, and support across client and internal environments. This role ensures timely delivery, quality installations, and responsive technical support for servers, PCs, laptops, ablets, printers, and network devices. The ideal candidate combines operational leadership expertise, vendor coordination, and a customer-focused mindset.
Key Responsibilities
Hardware Supply & Lifecycle Management
- Oversee procurement, inventory, and distribution of ICT hardware including servers, desktops, laptops, tablets, and peripherals.
- Manage asset lifecycle from acquisition to disposal, ensuring warranty tracking and compliance.
- Coordinate with vendors for quotations, delivery schedules, and support agreements.
- Maintain an up-to-date asset register and ensure alignment with budget and project needs.
Installation & Field Services
- Plan and supervise hardware installations, upgrades, and relocations across client sites.
- Ensure proper configuration of devices including BIOS settings, OS installation and driver updates.
- Oversee setup of peripherals such as printers, scanners, and monitors.
- Ensure installations meet performance, security, and ergonomic standards.
Technical Support & Maintenance
- Lead the team in diagnosing and resolving hardware-related issues.
- Implement preventive maintenance schedules and health checks for critical equipment.
- Ensure timely response to service tickets and field support requests.
- Coordinate warranty claims, repairs, and replacements with vendors and OEMs.
Compliance & Security
- Enforce hardware security protocols including device encryption, BIOS passwords, and physical access controls.
- Ensure compliance with asset tagging, audit readiness, and disposal procedures.
- Support integration of endpoint protection and device management tools.
Team Leadership & Client Engagement
- Manage and mentor hardware technicians and field engineers, defining roles and KPIs Allocate resources for installations, support calls, and maintenance visits.
- Engage with clients to understand hardware needs, resolve issues, and ensure satisfaction.
- Prepare reports on hardware performance, support metrics, and inventory status.
Qualifications & Experience
- Bachelor’s degree in information technology, Computer Engineering, or related field.
- 5+ years of experience in ICT hardware management, with 2+ years in a supervisory role.
- Strong knowledge of hardware components, device configuration, and troubleshooting.
- Experience with asset management systems, ticketing platforms, and vendor coordination.
- Familiarity with Windows, Linux, and mobile OS environments.
- Certifications such as CompTIA A+, ITIL, or vendor-specific (e.g., Dell, HP, Lenovo) are advantage.
Core Competencies
- Hardware Expertise Device configuration, installation standards, troubleshooting
- Operations Management Inventory control, procurement, vendor coordination
- Support Delivery Ticket resolution, field service scheduling, client satisfaction
- Security & Compliance Asset tagging, device encryption, disposal protocols
- Leadership Team supervision, KPI tracking, training and mentorship
- Documentation & Reporting Asset registers, support logs, performance dashboards
Interested candidates are invited to submit their application letter and detailed Curriculum vitae (CV) to:careers@bgsgroup.co.zm
