{"id":4041817,"url":"https://alion.io/job/gold-fields-service-operations-supervisor","title":"Service Operations Supervisor","company":{"id":2197276,"name":"Gold Fields","domain":"goldfields.com","url":"https://alion.io/company/goldfields","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Accra, Ghana"],"countries":["GH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-11-10T22:27:14Z","employer_posted_date":"2026-11-10","last_verified_at":"2026-11-11T09:17:41Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"POSITION:SERVICE OPERATIONS SUPERVISOR\nJOB GRADING:C3\nDEPARTMENT:ICT\nRole Details:\nGold Fields Ghana is seeking to employ an experienced and self-motivated individual for the position of a Service Operations Supervisor. Reporting to the Desktop Support Engineer, the incumbent will supervise day-to-day IT service operations and the service desk, ensuring reliable user support, effective incident and request fulfilment, adherence to service levels, and continual improvement of ICT services across the operation.\nKey Responsibilities:\nSupervise daily service desk and end-user support activities, allocate workload, monitor queues and ensure incidents and service requests are logged, categorized, prioritized and resolved within agreed service levels.\nCoordinate major incident response, escalation and stakeholder communication, ensuring timely restoration of service and completion of post-incident reviews and corrective actions.\nMonitor operational performance through service metrics, trend analysis and user feedback; prepare regular reports and implement improvement plans for recurring service issues.\nLead problem management activities, facilitate root-cause analysis and maintain known-error and knowledge records to reduce repeat incidents and improve first-contact resolution.\nEnsure service operations comply with approved ICT policies, information security requirements, change controls, standard operating procedures and audit recommendations.\nCoach, schedule and performance-manage service operations personnel; identify capability gaps and coordinate technical, customer-service and safety training.\nMaintain effective relationships with users, infrastructure and applications teams, vendors and business leaders to coordinate support, planned changes and service restoration.\nSupport service continuity, asset and configuration management, access-control administration and vendor performance management while promoting cost-effective use of ICT resources.\nKey Requirements:\nMinimum of five (5) years working experience in similar position.\nBachelor’s degree in information technology, Computer Science, Information Systems or a related field from a recognized institution.\nITIL Foundation or higher; relevant Microsoft, service management or support certification will be an added advantage.\nHave a hands-on approach to obtain required results.\nDemonstrate good interpersonal and communication skills\nHave good human relations.\nValid Ghanaian driver’s license and proficiency in driving light vehicles.","description_format":"text","description_chars":2524,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Precious Metals","Mining"],"lifecycle":[{"event":"open","at":"2026-11-10T22:27:14Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":9,"reasons":["conf:1","win:early"],"computed_at":"2026-11-11T05:49:22Z"},"pay":null,"html_url":"https://alion.io/job/gold-fields-service-operations-supervisor","json_url":"https://alion.io/job/gold-fields-service-operations-supervisor.json","meta":{"generated_at":"2026-11-11T12:55:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23282,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2197276},"rest":"https://alion.io/mcp/rest/get_company?id=2197276"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgold-fields-service-operations-supervisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgold-fields-service-operations-supervisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgold-fields-service-operations-supervisor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/gold-fields-service-operations-supervisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgold-fields-service-operations-supervisor"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4041817}},{"tool":"search_jobs","arguments":{"company":"goldfields.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4041817},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}