Head of Support and Services

Job description / Role

Manage and is accountable for the performance and the daily operations of the ITO Support & Services Section. Manage and maintain the quality and effectiveness of IT Operations services delivered to internal and external customers which include but are not limited to ITIL services, end-user and branch support.

Processes scope: Request Management, Incident Management, Change Management, Knowledge Management, Problem Management, Configuration Management, Asset Management, Reporting, other critical ITO processes and supporting technology

Duties include, but are not limited to:
- Responsible for a result-oriented management and development of people and resources, including provision of a strong day-to-day leadership presence involving resource allocation, monitoring, reporting, and conducting regular staff meetings
- Develop, implement and ensure adherence of policies and procedures
- Provide Daman with technical support for all computer and software packages attached to the network
- Manage Incident and Problem escalation and response in accordance with customer Service Level Agreements
- Monitor industry sites and publications for needed patches, releases, viruses, and potential problem identification
- Recommend and implement system improvements (hardware and software)
- Ensure that all relevant parties have a clear understanding of the end-to-end service and who is responsible for supporting each of the different components that are required to deliver the service
- Design, execute, manage, facilitate, and improve Request Management, Incident Management, Change Management, Knowledge Management, Problem Management, Configuration Management and Asset Management

Requirements

- Bachelor's degree in Information Systems, Information Technology (IT), Computer Science or Engineering
- Masters degree is a plus
- At least 10 years progressive experience in IT Support and Services, 3 years of which should be in a management position
- Experience supporting a large network of thousands of users with thousands of active devices
- Experience installing, configuring, and supporting Cisco network hardware including hubs, routers, switches & concentrators, VPN, firewalls & load balancers
- Prior experience in data/statistical analysis of KPIs or other metrics required

Licensure / Certification Requirements
- ITIL certification is a must
- Project Management Certification is a plus

Skills & Competencies
- Proven project management skills
- Very good leadership skills including people management, selection and development skills
- Very good command of written and spoken English; knowledge of Arabic language is an added advantage
- Strong level of customer service orientation and professionalism in all interactions
- Very good communication, negotiation, and presentation skills
- Good knowledge of Microsoft applications
- Experienced in managing a multi-cultural environment and promote teamwork and knowledge sharing in order to achieve goals and deliverables

About the Company

RP International is the leading specialist recruitment consultancy in the established and emerging telecoms markets.

From our hubs covering the Americas, Europe the CIS, the Middle East, Africa and Asia Pacific we have partnered with operators, vendors, systems integrators and consultancies in more than a hundred countries, giving us an in-depth understanding Of cultural sensitivities, local business practices and hiring requirements.

Our clients and candidates benefit from the long-term perspective and breadth of knowledge that comes from working with an industry partner.

From our beginnings providing telecoms expertise into deregulating markets, we have developed our range of services to supply executive search, contingent, contract and launch and transformation resource solutions across the industry.

Our historic success in cross-border search assignments connects our clients to a global network of industry talent.

We identify the best available candidates on a local, regional and international basis.