End User Support Manager

‎13113-End User Support Manager

Experience: ‎9-‎12
Posted: ‎28 Nov,‎2022
Location: United Arab Emirates
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End User Support Manager
Work Location : Dubai

About the Job
* Leading a small team of engineers, you will ensure timely, technical support provision to end users. With a passion for customer service
* excellence you will manage service delivery to agreed service level targets, seeking to continually improve and drive up resolution rates and
* increase positive feedback. You will be familiar with the latest remote support technologies and will work with the Service Desk to support both
* channel shift and 'shift left' through knowledge sharing and automation. You will also support the wider customer base in the awareness and
* adoption of existing technologies and in the take-up and take-on of new technologies as they are rolled out.

This is what we need you to do...
* Drafts and maintains procedures and documentation for remote support.
* Ensures that all requests for support are dealt with according to set standards and procedures.
* Monitors and manages call volumes to ensure SLA achievement for incidents, requests, and problems.
* Manages resource to meet demand
* Manages the team on a day-to-day basis, allocating responsibilities and work, and delegating responsibilities as appropriate.
* Manages internal team escalations, providing support with complex issues or requests.
* Acts as a single point of contact for customer escalations, requests for preferred service, and complex questions.
* Sets performance targets, and monitors progress against agreed quality and performance criteria.
* Proactively works to ensure effective working relationships within the team and with those whom the team interacts with.
* Provides support and guidance as required, in line with individuals' abilities

The ideal candidate will have...Experience
* Experience of working as End User Manager or Team Leader
* Effective management of staff and teams
* Experience of ITSM tool sets
* Rational & calm under pressure
* Experience of working in a customer facing environment
* Explaining technical issues to non technical customers
* Demonstrable understanding and familiarity with concepts surrounding quality of service, service level management and service delivery.

Behavioural attributes
* Demonstrates Gloucestershire Leader Behaviours.
* Able to maintain focus on the task in hand and drive issues through
* Confident, enthusiastic and self-motivated
* Able to balance competing demands effectively
* Contributes positively to organisational change
* Committed to working as part of a team
* Customer focussed

Knowledge, Skills:
* Excellent stakeholder management skills
* Ability to deal with customer escalations, service issues and complaints.
* Strong leadership skills
* Problem solving
* Ability to manage multiple and sometimes conflicting priorities
* Knowledge of the ITIL framework (or equivalent), the IT support lifecycle, associated methodologies and their practical application.

Education and Qualifications
* Essential
*  ITIL Foundation
*  Degree or equivalent qualification

Required Skills

Skill
Years
Months
IT Engineer- End User Support
‎12
‎0
ITSM tool
‎12
‎0
ITIL & Knowledge of IT Service Desk procedures.
‎12
‎0