Senior Supervisor – IT

Job description / Role

Building Fun

Join the team of the first LEGOLAND® Park in the Middle East and help us create amazing experiences for families from around the world. At LEGOLAND® Dubai we rely everyday on our Model Citizens (employees) in meeting our ultimate goal of bringing the LEGO® values of creativity, imagination, learning, quality and fun to life and deliver truly memorable experiences to our guests.

With over 40 interactive rides, live shows and attractions you will be able to find a diverse range of career opportunities in one of the most unique and stimulating work environments you could imagine.

Come and work where work is PLAY. At LEGOLAND® we make every child a HERO!

Play Your Part

To operate as part of the IT team to provide first class IT support and service delivery to LEGOLAND Dubai Resort i.e. theme park, water park, hotel and their back offices. Take ownership of incidents and requests and to act as an escalation point for other members of the IT department. Provide technical coaching and guidance to other IT staff. Develop new and improve existing work processes as required by business.

Main Duties:

- Delivering IT support services to all staff across the LEGOLAND Resort i.e. theme park, water park, hotel and their back offices.
- Work with the local IT team, service desk teams, the Merlin IT Director EMEA to develop and improve the IT Service delivered to LEGOLAND Dubai Resort.
- Champion and promote service improvement on an on-going basis to continually improve quality and user satisfaction with IT services.
- Single point of ownership for effective provision of systems and services to customers.
- Ensure appropriate SLAs are met in all IT services.
- Act as point of escalation within the LEGOLAND Dubai IT team
- Provide excellent technical leadership.
- Deliver positive and proactive customer service in-line with the IT Service culture and mission.
- Enable and champion the IT service culture.
- Co-ordinate inter-process changes with IT process owners.
- Communicating with other members of the IT Support Team and the Director of Finance, and with the DPR IT service desk, DPR infrastructure and application support teams including 3rd party support teams for the specialized hotel systems - Opera PMS, Opentec AssureID, Visionline Access Management, Tiger TMS, Imagicle Call Manager, etc.
- Managing major events and/or P1 issues on site, with the assistance of other DPR IT teams.
- Proactively improve the service delivery.
- Managing third party vendor relationships, where applicable.
- Assist other IT Team staff with communication style/content.
- Act as mentor & role model to other IT Team staff.
- Assist in IT budget preparation.
- Any other tasks as delegated by the immediate supervisor.

Health & Safety:

- Managers/Supervisors are responsible for all aspects of Health, Safety & Security within their department, in line with the Group Policy (HS001). They must ensure that risk assessments have been carried out, that safe working procedures are in place for all work activities and that all employees under their management are aware of the Group Health, Safety and Security Policy and their obligations under it.
- They must ensure that safe working practices are monitored, and that risk assessments and procedures are reviewed regularly.
- Where incidents do occur, they must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated

Requirements

Are You a Star?

In order to be qualified for this role you should possess the below criteria:

Required Qualifications:

- Preferably a Bachelor's degree in Information Technology and/or relevant field.
- 3-5 years in Helpdesk/Analyst role

Required Experience:

- 1-2 years in Supervisory role

Job-Specific Skills:

- Utilizing technical skills
- Demonstrable experience in autonomous support and proactivity in improving a Service and Support function
- Following ITIL best practice where appropriate.
- Knowledge & experience of industry best practice in IT service delivery.
- Strong technical understanding of the key technologies we use.
- Organize team tasks and projects.
- Experienced Mentor.
- Strong Server Skills.
- Excellent trouble shooting skills and ability to work autonomously.
- Team Training.
- Incident Management process.
- Participate in the development and improvement of the service, support, processes and procedures (ITIL).
- Ensure incident queues are kept up to date e.g. customers regularly informed of progress.
- Monitoring and maintaining service desk performance and systems to a high quality and standard.
- Mentor, coach and assist members of the team.

The Best Part of The Story

We offer a competitive salary and benefits package which includes; housing allowance, annual flight allowance, comprehensive medical coverage, life and accident insurance and other generous allowances.

We also care about your career development supported by Learning opportunities for those seeking a long-term future in the Company.

About the Company

Dubai Parks and Resorts offers new heights in experiential entertainment through an inspired concept that brings the best of the east and the west in the entertainment industry. Conceived and developed by Meraas Holding, Dubai Parks and Resorts articulates the Dubai leadership’s vision of positioning the emirate as a compelling global tourist destination.

The first phase of Dubai Parks and Resorts will comprise three theme parks: motiongate™ Dubai, Bollywood Parks™ Dubai, and LEGOLAND® Dubai. The development will also feature Riverland - a grand entrance plaza and Lapita, a family themed hotel. The first phase is scheduled for completion in 2016. Ground work commenced on site in February 2014