MiBank has opened applications for the position of IT Service Lead. This role suits experienced IT professionals who want to lead service delivery within a fast-paced banking environment. The position focuses on service quality, user support, compliance, and continuous improvement across all IT support functions within the bank.
About MiBank
MiBank operates as a customer-focused financial institution committed to reliable digital and operational services in Papua new guinea (PNG). Technology plays a central role in daily banking operations, customer engagement, and internal efficiency. The IT Service Lead role supports MiBank’s goal of maintaining stable, secure, and responsive IT systems for staff and customers.
This opportunity targets professionals who value service excellence, accountability, and teamwork while supporting a regulated financial environment.
Role Overview: IT Service Lead
As IT Service Lead, you oversee all IT support services across the bank. Your responsibility covers service desk operations, incident resolution, performance monitoring, and staff supervision. You act as the main escalation point for complex technical issues and ensure alignment with agreed service levels.
The role combines leadership, technical coordination, and customer service. You work closely with infrastructure teams, application teams, and external vendors to maintain smooth IT operations.
Key Responsibilities
IT Service Operations
You lead daily IT support activities, ensuring staff receive timely and effective assistance. You track incidents and service requests, ensuring resolution aligns with service level agreements.
Incident and Escalation Management
You manage escalations for unresolved or high-impact issues. You coordinate technical teams to restore services quickly while keeping stakeholders informed.
Service Performance and Reporting
You implement and monitor ticketing systems, response times, and performance metrics. You review trends and recommend service improvements based on data and user feedback.
Documentation and Knowledge Management
You ensure accurate documentation of incidents, resolutions, procedures, and knowledge base articles. This improves consistency and reduces repeat issues.
Policy and Compliance Support
You enforce IT service standards, policies, and procedures. You support audits by maintaining proper records, controls, and evidence.
Staff Leadership and Development
You coach, mentor, and guide IT support staff. You promote accountability, skill development, and service-focused behaviour across the team.
User Lifecycle Support
You coordinate IT onboarding and offboarding processes, including system access, equipment allocation, and security controls.
Required Skills and Experience
You bring solid experience in IT support environments, with exposure to leadership responsibilities. MiBank seeks professionals who understand structured service delivery and regulated operations.
Core experience requirements include:
- Three to five years in IT support or service desk roles.
- One to two years in a service lead, team lead, or supervisory role.
- Strong knowledge of desktop support, endpoint management, user access control, and basic networking.
- Hands-on experience with ITSM or ticketing tools.
- Working knowledge of Windows operating systems and Microsoft 365.
- Experience within banking or regulated institutions strengthens your application.
Qualifications
Applicants should hold a degree in Information Technology or a related discipline. Industry certifications such as ITIL, Microsoft, or CompTIA support your profile and demonstrate service management knowledge.
Personal Attributes
MiBank values professionals who lead with integrity and professionalism. The ideal candidate demonstrates strong communication skills, service orientation, and the ability to manage competing priorities.
Key attributes include:
- Leadership and people management capability.
- Clear communication with technical and non-technical users.
- Strong organisation and problem-solving skills.
- Ability to perform under pressure.
- High ethical standards and respect for confidentiality.
Application Process and Deadline
Interested applicants must submit a letter of intent and a comprehensive professional resume. The resume should include a recent ID photo, contact details of three reliable and non-related referees, a police clearance, and a medical report.
Applications close on 30 January 2026.
Submission options include:
- Posting to the Head of People and Culture, PO Box 179, Port Moresby, National Capital District.
- Hand delivery to MiBank Head Office, Downtown, McGregor Street, OPH 2 Plaza.
- Email submission to hr@mibank.com.pg, limited to 2MB.
Why Join MiBank
MiBank offers a professional environment where technology supports real financial impact. You gain responsibility, leadership exposure, and the opportunity to improve service delivery across the bank. MiBank promotes gender diversity and encourages women to apply.
For more information, visit the official MiBank website
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