Department: Information Technology

Sub-Department: Workplace Infrastructure Services

Unit: End User Support

Job Responsibilities:

• Lead and manage the desktop support team, ensure timely and effective resolution of end-user issues.
• Track and prioritize end-user tickets, ensure compliance with Service Level Agreements (SLA).
• Monitor and enforce SLAs for end-user support, work towards continuous improvement in service delivery.
• Implement and analyze performance metrics for the end-user support team, identify areas for improvement and driving efficiency.
• Work collaboratively with other IT teams to address complex end-user issues and ensure seamless integration of support services.
• Lead and mentor the end-user support team, foster a culture of customer service excellence and continuous improvement.
• Implement training programs to enhance the technical skills and customer service capabilities of the end-user support team.
• Manage escalations and coordinate with higher-level support teams to ensure timely resolution of complex end-user issues.

Framework:

Operate within a framework that demands a comprehensive understanding of end-user support processes, ITSM systems, and SLA management. Collaboration with cross-functional IT teams is essential for the success of end-user support initiatives.

Boundaries:

While leading end-user support, strategic decision-making beyond the specified scope falls under the purview of Head of Workplace Infrastructure Services. Effective collaboration with various IT teams ensures the successful delivery of end-user support services.

Decision-Making Authority:

Exercise decision-making authority in optimizing and enhancing end-user support services. Collaborative decision-making with cross-functional teams is encouraged to ensure the alignment of support services with overall business objectives.

Minimum Qualification:

• BA in Computer Science, Engineering, or business administration
• Fluent in English and Arabic (written and oral)
• From 5 to 7 years of experience in IT and management role
• Strong team building & management skills
• Strong communication skills , Strong planning and strategic thinking
  

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