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Location: Lagos
Posted on: 9 July 2026
Employment Type: Full Time
Salary Range: 0 - 0 (Naira)
Deadline: 9 September 2026
Polaris Bank was established by the Central Bank of Nigeria (CBN) on September 21, 2018 to offer commercial banking services to the Nigerian public. The bank commenced services on the same day, having purchased the assets and assumed certain liabilities of the defunct Skye Bank.With a footprint of over 350 branches across the country, Polaris Bank prides itself in delivering exceptional customer experience, leveraging best in class/state of the art Information Communication Technology (ICT). By focusing on ICT solutions across multiple service delivery channels (mobile banking, ATMs, POS and online platforms) Polaris Bank maintains a pivotal role in the Nigerian banking industry, providing customers with simple, convenient and secured banking services.
We are recruiting to fill the position below:
Job Title: Head, Service Support
Location: Lagos
Job Type: Full Time
Job Purpose
Key Responsibilities
Requirements
Qualifications:
Experience:
Certifications:
Application Closing Date
Not Specified.
Interested and qualified candidates should apply through: Click here to apply
Learn practical strategies to prepare confidently for your Head, Service Support interview, improve communication skills, and increase your chances of getting hired by 99%.
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The Nigerian banking sector has undergone rapid digital transformation, with customers increasingly relying on mobile banking, internet banking, ATMs, Point of Sale (POS) terminals, USSD services, agency banking, and digital payment platforms. As financial institutions continue to expand their digital services, the need for reliable and responsive IT support has become more critical than ever.
Behind every successful banking operation is a well-organized Service Support function that ensures technology issues are resolved quickly, business disruptions are minimized, and employees and customers receive uninterrupted access to banking services.
The Head, Service Support is a senior technology leadership role responsible for managing IT support operations, overseeing service desks, coordinating technical support teams, improving service delivery processes, and ensuring excellent customer and user satisfaction.
If you have been invited to interview for this position in a Nigerian commercial bank, investment bank, digital bank, or financial institution, this comprehensive guide will help you understand the responsibilities of the role, prepare for technical and behavioral interview questions, and demonstrate the leadership qualities expected by employers.
The Head, Service Support is responsible for leading the operational support function that ensures all technology-related incidents, service requests, and technical issues are resolved efficiently while maintaining agreed service levels.
Unlike Service Assurance, which focuses on monitoring service quality and governance, Service Support focuses on the operational delivery of IT support services, ensuring users receive timely assistance and technology resources remain available.
The role typically reports to the Chief Information Officer (CIO), Chief Technology Officer (CTO), or Head of IT Operations and works closely with:
Lead the bank's Service Desk to ensure efficient handling of:
Responsibilities include:
Coordinate rapid resolution of technology incidents affecting business operations.
Typical incidents include:
Provide leadership across multiple technical support functions including:
Ensure excellent support for employees across:
Support services include:
Oversee requests such as:
Develop and maintain:
Coordinate support for:
Manage third-party vendors responsible for:
Continuously improve support operations through:
Strong knowledge of:
Candidates should possess knowledge of:
Experience with:
Knowledge of:
Understanding of:
Experience with:
Knowledge of platforms such as:
Interviewers will assess your ability to:
Candidates should understand the technology ecosystem supporting banking operations.
Knowledge of:
Support for:
Understanding of:
Support teams must understand:
Tell us about yourself.
"I am an experienced IT service management and support professional with extensive experience leading technical support operations, service desks, infrastructure support, and incident management. Throughout my career, I have focused on improving service quality, reducing incident resolution times, enhancing user satisfaction, and implementing operational improvements through technology, automation, and team development. I enjoy building high-performing support organizations that enable business continuity and excellent customer experiences."
What is the role of Service Support in a bank?
Service Support ensures that employees and banking systems receive timely technical assistance to maintain uninterrupted operations. It includes managing incidents, fulfilling service requests, providing technical support, coordinating with infrastructure and application teams, maintaining knowledge bases, and ensuring users can perform their duties efficiently while meeting agreed service levels.
How would you improve a struggling Service Desk?
"I would begin by analyzing service desk metrics to identify performance gaps, reviewing ticket trends, strengthening escalation procedures, updating knowledge articles, improving staff training, introducing automation for repetitive requests, implementing self-service capabilities, and establishing regular performance reviews. I would also collect user feedback to ensure improvements are aligned with business needs."
How do you prioritize support requests?
"I prioritize requests based on business impact, urgency, number of affected users, regulatory implications, and service level commitments. Critical banking services affecting customer transactions or regulatory operations receive immediate attention, while lower-impact requests are handled according to established priority levels and SLAs."
Which KPIs would you use to measure Service Support performance?
"I would monitor key indicators such as First Call Resolution (FCR), Mean Time to Respond (MTTR), Mean Time to Resolve, SLA compliance, ticket backlog, customer satisfaction (CSAT), first response time, ticket reopening rate, knowledge article usage, and analyst productivity. These metrics help identify opportunities to improve efficiency and service quality."
How do you manage support teams during a major system outage?
"I activate the major incident process, assign clear responsibilities, establish communication channels, coordinate technical teams, keep stakeholders informed with regular updates, and focus on restoring critical services as quickly as possible. After resolution, I lead a post-incident review to identify root causes and implement preventive measures."
How do you improve customer satisfaction within Service Support?
"I focus on timely communication, faster resolution times, continuous training, proactive support, self-service options, automation, and regular customer feedback. Measuring satisfaction and acting on customer insights enables continuous improvement and strengthens trust in the IT support function."
How would you manage a support team with declining performance?
"I would review individual and team performance metrics, identify skill gaps, provide coaching and mentoring, establish clear expectations, recognize high performers, improve workload distribution, and create development plans. Maintaining open communication and a culture of accountability helps improve both morale and productivity."
Multiple branches report they cannot access the Core Banking System during business hours.
How would you respond?
Your answer should include:
The Service Desk consistently fails to meet SLA targets.
Discuss:
Employees complain about slow laptop performance affecting productivity.
A strong response should include:
Asking thoughtful questions demonstrates strategic thinking and genuine interest in the role. Consider asking:
Avoid these common pitfalls:
To increase your chances of success:
The Head, Service Support is a critical technology leadership role responsible for ensuring that employees and banking systems receive reliable, responsive, and high-quality technical support. In today's digitally driven banking environment, the ability to maintain operational continuity, resolve issues quickly, and deliver exceptional user experiences directly contributes to customer satisfaction and business success.
During your interview, demonstrate that you understand the strategic importance of Service Support beyond technical troubleshooting. Highlight your ability to lead high-performing teams, implement IT service management best practices, optimize support processes, manage stakeholders and vendors, leverage automation, and align support services with the bank's operational and digital transformation goals.
By combining strong technical expertise with excellent leadership, communication, and service management skills, you will position yourself as an outstanding candidate capable of leading a modern Service Support function that enables operational excellence and supports the bank's long-term growth and innovation objectives.
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