IT Support Manager, Continent Offices

Job Number ‎23060093
Job Category Information Technology
Location Dubai Area Office, Central Park Towers Level ‎12, Dubai, United
Arab Emirates, United Arab Emirates VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

POSITION SUMMARY
The IT Support Manager, Continent Offices EMEA will report to the Director IT
Offices Europe, Middles East and Africa.
Provides Tier1 and Tier2 remote and desk side IT support to associates within
their main office location and all remote support locations across EMEA
including associates who are field based. Ensures the stability of the network
both wired and wireless whilst maintaining Maark2 and IT security checklist
compliance for all office locations shared servers and switches in conjunction
with the rest of the team. Provides onsite Holiday cover for other offices in
EMEA on adhoc basis. Provides project support for Senior Manager IT Offices
where required and for all centrally delivered projects.
SCOPE
The IT Support Manager, Continent Offices EMEA is responsible for:
* Location requirements: The IT Support Manager to be located to be located at one of the ‎4 Main Office locations (London, Eschborn, Dubai or Cape Town)
* Language Requirements: High proficiency (speaking, reading and writing) in local language and English is required.
* Travel Requirements: There is a (‎20%) business travel required to support the remote support locations, with adhoc support/cover all office locations in EMEA
CANDIDATE PROFILE
REQUIRED :
* Previous experience of an in-sourced desktop and server support environment desired
* Working knowledge of Marriott security policies
* Proven experience in customer service process and demonstrable aptitude
* Project management
PREFERRED SKILLS AND KNOWLEDGE:
* Strong Communication skills (verbal, listening, writing)
* Innovative
* Pro-active and reliable
* Able to work alone and within a team
Education and Professional Certification:
* Good level of English essential
* Project management process certificate
* ITIL Foundation certificate
KEY RESPONSIBILITIES
The following are specific responsibilities and contributions critical to the
successful performance of the position:
* Responds to associate phone calls and personal approach for IT services across multiple locations in EMEA
* Logs all support requests within the problem management system.
* Supports Moves Adds and Changes for associates including:
* Office moves
* New Starters
* Leavers
* Transfers
* New equipment commissioning including
* Laptops
* Desktops
* Monitors
* Iphones
* Ipads
* Telephone systems
* Servers
* Switches
* Audio and Visual equipment (teams, Polycom)
* Manage and maintain London, Luton, Eschborn, Dubai, Doha, Jeddah, Cape Town, Johannesburg, Paris, Brussels, Milan, Madrid, Barcelona, Poland, Turkey, Switzerland, Zurich including the CEC where applicable in their respective locations.
correct as of ‎03/‎2023
* LONRG
* ‎450 Desktops/Laptops (potential to increase)
* ‎5 Servers
* ‎450 Iphones/Ipads
* FRABR
* ‎180 Desktops/Laptops (potential to increase)
* ‎7 Servers
* ‎180 Desk phones
* ‎100 Iphones/Ipads
* DXBRG/DXBRC
* ‎350 Desktops/Laptops (potential to increase)
* ‎9 Servers
* ‎162 Desk phones
* ‎300 Iphones/Ipads
* HDQPR/JNBRG**
* ‎180 Desktops/Laptops (potential to increase)
* ‎11 Servers
* ‎140 Desk phones
* ‎140 Iphones/Ipads

• 
  

  Remote support for the Luton Paris, Milan, Doha, Riyadh, Johannesburg, (including agreed business travel to some of these locations)

  
  
  
  
  • LTNCH**
  
  
  • ‎140 Desktops/Laptops (potential increase after Covid hire/rehire)
  
  
  • ‎7 Servers
  
  
  • ‎120 Iphones/Ipads
  
  
  • PARRC**
  
  
  • ‎30 Desktops/Laptop
  
  
  • ‎2 servers
  
  
  • PARSO**
  
  
  • ‎10 Desktops/Laptops
  
  
  • MILSO**
  
  
  • ‎5 desktops/laptops
  
  
  • MAD40**
  
  
  • ‎82 desktops/laptops
  
  
  
  


• 
  

  Management of all application and network access through the management of the ID creation process.

  
  


• Management of all third party suppliers and internal suppliers.


• Management of the local telephone system.


• Ensure backup policy is in place for desktops/laptop either via Druva or Local FP server backup routines.


• Cabling and floor port management for desks, meeting rooms and comms rooms.


• Smart TV/Projectors setup and maintenance
  
  
  • Including Apple TV and TEAMS/Polycom/Surface hubs
  
  
  
  


• Service and maintain the Marketing departments MLIVE equipment where applicable
  
  
  • Firmware updates for Samsung TVs
  
  
  • Apple TV support
  
  
  • Four-winds desktop management
  
  
  
  


• Management of the wired and Wireless network both Guest and Associate and ensure GPNS standards are met.


• Maintenance of the file and print servers:
  
  
  • Management of access
  
  
  • Back up management
  
  
  • Data and file size reviews
  
  
  • Ensure above premise backups are in place and running for servers in scope
  
  
  
  


• Maintains Tier0 and MAARK2 compliance on all shared servers and networking equipment including:
  
  
  • File and Print server
  
  
  • Active Directory servers
  
  
  • Altiris server
  
  
  • Backup servers
  
  
  • SQL server
  
  
  • MI Connector server
  
  
  • Switches
  
  
  • Avaya Server (Telephony)
  
  
  • CEC
  
  
  
  


• Maintenance of the Business Continuity plan and tool kit
  
  
  • Responds to and makes decisions on standard/routine business requests with limited risk
  
  
  
  


• Responsible for own work from associates in their base location whilst providing a contribution to the overall IT Management Team


• Responsible for all aspects of the Microsoft office ‎365 suite with detailed knowledge and resolution skills.


• Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.


• Invoice approval process
  
  
  • Send all approved invoices to accounts department for payment within ‎30 days SLA
  
  
  
  


• Management of the IT support mailboxes for all locations and ensure agreed SLA are adhered to


• Maark2 Compliance across All EMEA office locations


• IT security checklist completion and compliance
  Other


• Performs other related tasks as assigned by management.


• Complies with Marriott International Hotels Limited Regional Office policies and procedures.
  Marriott International is an equal opportunity employer. We believe in hiring
  a diverse workforce and sustaining an inclusive, people-first culture. We are
  committed to non-discrimination on any protected basis, such as disability and
  veteran status, or any other basis covered under applicable law.
  Marriott International is the world's largest hotel company, with more brands,
  more hotels and more opportunities for associates to grow and succeed. We
  believe a great career is a journey of discovery and exploration. So, we ask,
  where will your journey take you?