IT Service Desk Manager
Edge Resourcing
Dubai, UAE
Ref: KP969-36 		Edge Resourcing

The Role


The Role

We are currently recruiting for the following position on behalf of your client, a leading Group in the UAE.

Job Title : Service Desk Manager
Reporting to : IT Support Manager
Department : Information Technology

Job Purpose:
The purpose of the Service Desk Manager is to develop, lead, and motivate a team of Help Desk professionals to deliver excellent technical / non-technical support with outstanding customer service, satisfaction, and timeliness within the organization’s budget. This position has frequent contact with customers, direct reports, peers, and independent vendors with approximately 2500 users.

Principal Accountabilities:

1) Keep abreast of technology developments at the desk top and web 2.0 level and feed this into planning and pro active service delivery.

2) Interface between IT and the user community for future needs and preventative support.

3) Manage a team of Help Desk professionals, lead professionals, and supervisors/team leads Provide assistance to PC users to resolve their problems on-line. Log problem calls/ mails into the Help-Desk monitoring system.

4) Practice Total Contact Ownership.

5) Develop a performance measurements framework and facilitate feedback system to team member’s on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.

6) Participate in the development of a service level agreement and ongoing management of service level compliance.

7) Participate and assist in driving the knowledge management process.

8) Resolve escalated customer and vendor issues.

9) Resolve daily issues of a complex scope that impact the team and overall business objectives.

10 Assist in the professional and technical development of team leaders enabling them to set technical goals, monitor, mentor, coach and assist team members to deliver quality support.

11) Maintain current knowledge of industry trends and potential impact on the support business.

12) Provide Feedback to IT Management about the system related issues faced by users to improve the performance.

Requirements


Requirements

Salary: AED 14-16K per month + benefits

Key Performance Indicators:
1. Timely resolution of all Helpdesk complaints.
2. Timely escalation to higher level if problem is of serious nature.
3. Following up to ensure compliance & making of SLF
4. Adherence to IT Procedures/Polices
5. Competent and motivated staff

Knowledge Skills and Experience:
- Experience of dealing with SLA's
- Bachelors in Computer Science Applications with ITIL certification.
- Ability to address users’ problem at remote locations over phone.
- Good communication, problem evaluating and interpersonal skills.
- 4-5 Years of experience in Help-desk in a commercial environment.
- 2 years supervisory experience required

About the Company


About the Company

Our Group has had a presence in the United Arab Emirates since its formation in 2001. We have taken care in our growth and have kept our corporate values throughout. We now offer both Recruitment and Human Resource services in the form of our two Group businesses; Edge Resourcing and Consulting Edge.

Edge Resourcing is led by a specialist team of Recruitment Consultants, each of whom have experience and a sound knowledge of working in the local market place. We have gradually expanded our horizons and now offer our services in within the UK market. Our aim is to provide a thorough and honest service to both our Candidates and Clients, making sure that we only take on work which we feel we can service to the correct level of satisfaction required.

This Position is closed or expired