Technical Support Centre Manager

Job description / Role

• UAE Location
• Mega Project
• Growth firm within the public safety infrastructure industry

Our client, one of the fastest growing public safety and security solutions organisations globally, is looking to recruit a qualified and experienced Technical Support Centre Manager to their UAE team. As the portfolio of infrastructure / civil projects across the Middle East continues to expand, so too does our employer, a leading provider of public safety and security solutions. Looking to expand their ranks and with long term prospects providing stability and career development, our employer is seeking to welcome a professional and experienced Technical Support Centre Manager for their multi-billion dollar infrastructure project. As a key member of the IT Team, you will be responsible to oversee the Technical Support Centre operation including the Lab repair facility, training centre and service desk, ensuring that end users are receiving the appropriate assistance and support. The role of the Technical Support Centre Manager requires a high level managerial and technical bias. The jobholder needs to combine good communication with an approachable and confident manner ensuring high levels of support to internal and external clients.

Reporting to the Country Services Manager, this role is responsible for the following:

• Actively participate on the services management team setting strategic direction
• Develop and maintain departmental goals that support the organizational strategic direction
• Actively coach, develop and provide performance feedback/actions to staff
• Responsible for on-time-delivery, repair turnaround time and quality for the repair and upgrade of products
• Accountable for ensuring that the department obtains all the information, training, direction and support required to meet deliveries and quality requirements
• Establish and enforce service desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes
• Analyze performance of service desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
• Manage the processing of incoming calls to the service desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues
• Design and enforce request handling and escalation policies and procedures
• Implement and drive key performance indicators (KPIs) in support of business strategies
• Implement and enforce standard operating procedures including health and safety procedures
• Set and manage repair and overhaul budgets including capital requirements
• Implement and manage effective strategies to ensure competitive turnaround times (TAT) for customers
• Development and production of reporting to end-users

Requirements

The attributes we seek for this pivotal role include:

• Bachelor's Degree in relevant field with demonstrated progressive experience in the management of a technical support team
• Proven track record of developing and providing service level agreements and service desk deliverables
• Knowledge of help desk ticketing systems and processes
• 10 years line management experience in a support centre environment
• Ability to lead and mentor supervisor team through multiple critical projects, work to objectives and deadlines, and demonstrate an understanding of employee relations
• Ability to lead departmental staff meetings and business reviews in support of agreed goal deployment
• Capability to execute change management strategies
• Demonstrated ability to be agile and flexible in response to change (demand/technical/resources/environment)
• Willingness to drive improvements beyond given boundaries
• Able to hold individuals accountable for their roles and responsibilities and results
• Familiar with MS Office tools especially Excel, Project, PowerPoint
• Solid relationship management and performance management skills
• Ability to motivate and direct staff members and subordinates
• Strong understanding of the organization’s goals and objectives
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on listening and questioning skills
• Strong fact based decision-making abilities Strong interpersonal and influencing skills
• Strong presentation skills

A competitive expatriate package will be provided to attract top candidates to the role. To register your application for this exceptional opportunity, please submit your resume online.

IMPORTANT: Your application must include the following information:
• Comprehensive resume listing your full employment history in reverse chronological order
• Details of projects you have been involved in including project size and value and your key responsibilities
• List of educational qualifications including where and when completed
• Current daytime contact details

About the Company

1Recruit International LLC is an international global recruitment and human resource solutions consultancy with a global mind set and a proven track record in talent management. Resourcing across an array of executive business sectors, our corporate mission entails client satisfaction through quality orientation; a consultative approach, delivery excellence and innovation through 'best fit candidates technically, behaviourally and culturally.