Job Description
The Unit Head IT Support Services will lead a team of Support specialists and
ensure that end users are receiving the appropriate assistance with a high
degree of customer satisfaction. The service manager is responsible for
providing advanced technology consulting and support to the staff, students
and faculty of the UAEU and will manage all Client Assets, Client Capacity
Management, and End User Communications as well as support. This individual
will develop, implement, and oversee policies and procedures to ensure
consistent service levels and quick resolutions. Work involves a considerable
amount of creativity, perception and independent action including significant
independent judgment. The position will mainly focus to manage these tasks
within DoIT & administrative units of UAEU. The individual will have specific
duties accordingly and will fulfill and coordinate with DoIT & UAEU
administration, external vendors, and act as centrally for ITSS department to
facilitate the overall operation.
Minimum Qualifacation
The Unit Head , IT Support Services will work closely with all IT stakeholders
to perform the following tasks using a combination of solid operational
practices, strong analytical and problem-solving skills, and teamwork
techniques: * Manage the daily operations of IT Support Specialist team by
managing and scheduling resources, and providing training and mentoring to the
team. * Lead a team responsible for researching and resolving technical
problems, responding to requests for technical support, documenting and
tracking. * Works as an operational liaison between UITS and all College and
Divisional IT support staff on hardware and software issues. *
Change/Release/Deployment Management and Project Management to End User
Computing Environment. * Ensures that all phases of desktop support, including
installations, upgrades, software, hardware, operating systems, and operating
system configuration issues, are properly coordinated, monitored, tracked, and
resolved. Collaborate with other departments to identify and/or procure
Service tools for internal staff and external clients. * Oversees maintenance
of desktop management toolset and security for desktop systems. * Communicate
important information to support technicians such as special procedures and
information about hardware and software * Meet regularly with area
stakeholders (Managers, Directors, etc.) to determine how to improve upon
service delivered by IT. Collaborate with other functional and regional teams
to ensure consistent service levels are met * Develop budgets, and manage
spending to ensure costs are balanced with established goals * Deliver on
defined service level agreements and key performance indicators. * Personally
handle client issues and communication where sensitive issues are involved.
Train, coach and mentor support specialist and other junior staff. * Manage
Purchasing and deployment tasks * Select and implement industry standard tools
to leverage productivity and quality in delivery of services. * Manage the
process of providing customers with software, hardware support and
consultation for College computing labs and to University’s staff and faculty.
* Oversea the preparation of Technical Specifications/ evaluation / report
before and after the purchase of any computer related items required by the
end users. * Oversight and management of a 24x7x365 environment which may
require some off shift work. This position will also require on-call response
to incidents as necessary. * Manages the delegated administration of Active
Directory tasks. * Manages the maintenance of the Unit’s petty cash. *
Provides reports regarding customer’s requirements and problems. * Responsible
to adhere with all information security policies and procedures of the
University. * Other duties as assigned.
Preferred Qualifacation
Expert skills in analyzing and monitoring hardware and UNIX/Linux /MAC and MS
Windows Server operating-system environments and problem solving aptitude. *
Good knowledge of Network infrastructure and programming issues sufficient to
administer hardware, OS environments, and software environments for enterprise
systems. * Strong technical knowledge in the areas of Microsoft Windows,
hardware, Citrix, VPN, remedial software, MAC and Office. * Good knowledge and
Experience with disaster recovery systems. * Experience with ITIL Service
Delivery standard in an enterprise environment. * Demonstrated experience
implementing processes/systems in a growing IT environment. * Ability to work
in a fast moving and evolving environment. * Ability to learn rapidly and
adapt to a changing technical environment. * Strong communication, people,
customer service, problem solving and teamwork skills. * ability to prioritize
and handle multiple priorities simultaneously * Thorough understanding of the
implications of supporting a mission-critical environment on a 24/7 basis. *
Excellent management skills.
Close Date
31/01/2024