Senior End User Computing Support Manager - IT

Parsons International

Dubai, UAE

Ref: HP094-2596

Job description / Role

Employment: Full Time

Parsons’ engineering and construction management staff members create innovative, safe, and sustainable infrastructure in the Kingdom of Saudi Arabia, the United Arab Emirates, Qatar, Oman, Bahrain, and Kuwait. We deliver rail, transit, road, and highway transportation; water conveyance and wastewater treatment; oil and gas; land development; public; and aviation infrastructure to our customers and communities. Parsons creates interconnected communities and world-class infrastructure.

POSITION OVERVIEW:

Manages the activities of several diverse work groups that which provide direct technical IT support to all Parsons end users or clients by performing installations, maintenance, troubleshooting, repair and upgrades to personal computers, workstations, associated software and hardware. Ensures that end users have full access to the workstations, computers, applications, peripherals and systems necessary to consistently and reliably handle their day-to-day work and to successfully complete their long-term assignments.

Draws upon an extensive knowledge of new and emerging technologies to identify, evaluate and recommend modifications, upgrades and new systems that will provide Parsons end users with the necessary IT tools and support to meet their current and future desktop computing needs. Collaborates with other IS senior managers to plan, recommend and implement new IT systems, products and services and to make decisions regarding upgrades, modifications and enhancements to existing systems.

Works with Parsons IT senior managers and Parsons managers to establish, monitor and report performance standards and results for all end user computing at Parsons. Provides leadership and direction to End User Support staff in implementing and following Parsons standards, policies and procedures. Manages the system for documenting and recording end user interactions, results and satisfaction.

JOB RESPONSIBILITIES:

• Develops the budget and the annual plan for the IS End User Support group, recommending special projects and activities to be implemented throughout the year. Tracks and manages the annual budget for the End User Support group, identifying and reconciling variances as necessary throughout the year.
• Manages and tracks the budgets and schedules for special projects, monitoring and reporting progress to IT senior managers and Parsons managers throughout the year. Assures that all special projects are delivered on schedule, within budget and to the satisfaction of the end users.
• Reviews and approves scope of work, schedule, standards and procedures for the regular operations of the End User Support group as well as specific project assignments. Reviews and approves priorities, budget estimates and staffing requirements.
• Assigns projects to individual work groups, including specific responsibilities and activities for the End User Support group and support to other Parsons IS groups for installation, testing, implementation and maintenance of a variety of applications and systems.
• Reviews and approves priorities, work schedules, standards and procedures for work group assignments.
• Manages and oversees direct end user IT support activities throughout the year. Sets direction, standards, policies and procedures for end user support. Regularly monitors results to assure end user satisfaction and access.
• Sets up, manages and maintains Parsons’ system for tracking and monitoring IT performance and results as well as end user satisfaction. Establishes processes and procedures for regularly evaluating all end user interactions and support.
• Regularly assembles and reports all IT performance data; identifies trends, issues and problems with IT service and support and reports the results to Parsons IT and senior management.
• Highlights and recommends actions required to respond to trends, issues and problems identified through a study of all IT performance and service data.
• Works with Parsons senior managers and other IT managers to establish, review and maintain standards, policies, procedures and processes for the standard maintenance and use of Parsons IT systems and services.
• Provides technical direction to subordinates and reviews work produced to ensure technical excellence. Ensures that recommended technologies and program enhancements meet or exceed the user’s needs and expectations.
• Monitors end user satisfaction through a review of data that reports IT performance, support and satisfaction. May personally meet with users regarding critical issues, questions and problems; may also work with users to identify potential questions, issues, problems, schedule delays or other matters that could affect the scope or completion of special projects and activities.
• Regularly monitors productivity and technical proficiency of assigned staff members, work groups and the End User Support group as a whole. Conducts performance evaluations, takes corrective action as necessary, recommends promotions and salary actions and recommends training and development for assigned staff members.
• Maintains an extensive knowledge of current and newly developing technologies. Identifies those with the potential to improve Parsons end user computing and to assure that all Parsons users have full access to the IT technologies and systems necessary to meet the company’s long and short-term goals and objectives.
• Coordinates execution of specific projects and activities undertaken at the direction of other IS groups; monitors progress and quality of the installed systems as well as progress and results of the assigned projects and activities.
• Maintains a comprehensive knowledge of third-party hardware and software appropriate for meeting Parsons long-and short-term service standards, goals and objectives. Recommends upgrades to existing end user hardware, software and other products; coordinates their installation, testing and implementation with Parsons users.
• Monitors the track record and use of third-party hardware and software being used by Parsons end users. Identifies questions, issues and problems; works with the vendor to identify solutions and resolve them. Evaluates the results and resolution of identified questions, issues and problems to assure the matter is resolve and to recommend further actions if necessary.
• Manages and oversees computer hardware and software courses and other training for Parsons employees.
• Backups up the IT Operations Manager during PTO/PTI, actively engaging and coordinating with the Infrastructure team (local and US) in reporting high severity cases on the IT Network and Server/ Storage Infrastructure within the Design offices and the Data Center to the MEA CIO.

Requirements

QUALIFICATIONS & EXPERIENCE:

• Minimum Education: Bachelor’s Degree in Information Management, Computer Science, or equivalent;
• 15+ years of progressive experience in the Microsoft environment, end user computing, or other related experience Demonstrated knowledge of large scale networking and telephony infrastructures, ITSM concepts.
• Knowledge of systems analysis/programming utilizing specialized languages.
• 5+ years in a leadership role on a project or as a manager of an IT operational function. (or an equivalent combination of work experience and education).

CERTIFICATION:

• Microsoft Certified Professional (MCP).
• ITIL v3 Foundation required.
• Project Management Professional (preferred).

SKILLS/COMPETENCIES:

• A thorough understanding of current and newly developing software applications and technology, especially those that are commonly used in the end user environment.
• Powerful problem solving and analytical skills.
• Ability to effectively organize, direct and manage a geographically dispersed staff.
• Demonstrated leadership and supervisory skills.
• Extensive knowledge of the customer service environment with excellent customer service skills and experience.
• Written and oral communication skills appropriate for the position, including the ability to speak with authority on technical issues in various professional settings and to persuade listeners regarding best approach to resolving user's problem (may include communication via telephone, in person, presenting to large groups, community events). Ability to write complex documents (may include policies and procedures and presentations). Communicates with a wide variety of individuals (employees and all levels of management) throughout the organization and outside of the organization (i.e. clients, vendors).

About the Company

Parsons is a leader in many diverse markets such as infrastructure, transportation, water, telecommunications, aviation, commercial, environmental, planning, industrial manufacturing, education, healthcare, life sciences and homeland security.

Parsons provides technical and management solutions to federal, regional and local government agencies as well as private industries worldwide.

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