IT Field Support Operations Manager

Job Purpose: Coordinate the onsite activities, performance and administrative
support of Field Support Engineers ensuring all calls are competently actioned
within Service Level Agreement deadlines. Manage and direct the onsite Field
Support Engineers across various locations and end-user technologies and
ensuring that operational activities are carried out with minimal business
interruption. Oversee the Incident Management process and ensure timely onsite
repair of end-user devices and services. Supervise the physical installation
of end-user equipment and maintain connectivity for end-users. Monitor and
control the Field Support Engineers by ensuring that all departmental policies
governing operational procedures are properly met to achieve a consistently
high level of service to the customers. Job Outline: - Orchestrate the daily
work and activities of the technical field support team in a lead capacity.
Accountable for team KPIs as well as continuous conversations around
performance that drive individual career plans through feedback as well as
technical and soft skills development as well as lead the day to day
operational people aspects such as attendance and team cohesion. - Manage the
performance of services to customers at critical business operations, ‎24 x ‎7,
‎365 days per year, ensure that service levels are achieved and that customers
expectations are met or exceeded. Manage and utilize resources in an efficient
and effective manner to ensure shift coverage that is able to meet the needs
of customers and prioritise, schedule and assign service requests through
effective resource capacity management. - Perform end-user satisfaction
surveys and develop action plans to address areas needing improvement to
ensure a positive customer support experience built on communication, problem
solving and timely resolution of service disruptions. - Identify opportunities
for improvement through the identification of reoccurring technical issues,
take ownership and closely work with IT leadership and business partners to
drive product and process improvement. Promote a culture of continuous
learning and knowledge sharing and work alongside the team to identify process
improvements and carry out changes to enhance process efficiency and people
productivity. - Manage Service Level Agreements on incident and service
request resolution in accordance with the Emirates Group IT agreed service
level agreements and Support end-user productivity by providing right first
time resolution for incidents and service requests - Organize, coordinate and
lead one-time or recurring projects and tasks within the scope of the field
support team. (e.g. software deployments/upgrades, employee moves). - Track
and analyze incident and service request trends to identify areas of
improvement, efficiencies and training. - Document and maintain Standard
Operating Procedures ensuring efficient and consistent resolutions and tasks.
- Work with external teams and stakeholders (company, partners, vendors etc.)
to achieve broader department goals. - Remain aware of new product
developments and provide input to IT leadership on customer service and
support challenges. - Manage the operational activities across various
technologies within the Emirates Group, including all International operations
where applicable.
Qualifications & Experience: Information Technology. Other : ‎5+ Years Degree
or Honours (‎12+‎3 or equivalent) : Degree in a subject relevant to Information
Technology - ITIL v3 Foundations - Experience in Computer Operations and
Infrastructure environment out of which ideally ‎3 years should be as a team
leader. Job Related Knowledge - HR principles and resource management -
Management of the end-user environment - Knowledge of end-user technologies
and the wider IT Infrastructure - Deploying and Configuring End-User Operating
Systems ( Microsoft Windows, Mac OS, Android) - Knowledge of Office ‎365, AD
Azure and cloud technologies - Understanding of Application Landscape - ITIL
Foundations and other relevant frameworks - Project Management principles Job
Related Skill - Leadership and people management - Communication skills (both
written and verbal) - Interpersonal skills: effective collaboration across
levels and within teams - Management and Operations (Scheduling and Planning)
- Analytical and problem solving skills - Presentation skills - Reporting and
Analytics - 3rd Party Vendor Management CORE COMPETENCIES Deciding and
Initiating Action : - Takes responsibility for actions, projects and people;
takes initiative and works under own direction; initiates and generates
activity and introduces changes into work processes; makes quick, clear
decisions which may include tough choices or considered risks. Leading and
Supervising: - Provides others with a clear direction; motivates and empowers
others; recruits staff of a high calibre; provides staff with development
opportunities and coaching; sets appropriate standards of behaviour. Working
with People : - Shows respect for the views and contributions of other team
members; shows empathy; listens, supports and cares for others; consults
others and shares information and expertise with them; builds team spirit and
reconciles conflict; adapts to the team and fits in well. Interacting : -
Easily establishes good relationships with customers and staff; relates well
to people at all levels; builds wide and effective networks of contacts.
Presenting and Communication : - Speaks fluently; expresses opinions,
information and key points of an argument clearly; makes presentations;
projects credibility; writes clearly, succinctly and correctly; avoids the
unnecessary use of jargon or complicated language; writes in a well-structured
and logical way; structures information to meet the needs and understanding of
the intended audience. Applying Expertise and Technology : - Uses technology
to achieve work objectives; develops job knowledge and expertise (theoretical
and practical) through continual professional development; demonstrates an
understanding of different organisational departments and function
Salary & Benefits: Join us in a management role and enjoy an attractive tax-
free salary. On top of our generous travel benefits, including discounted
flights and hotel stays around the world, this managerial role also has an
excellent leave and healthcare package. That's on top of transport benefits,
life insurance and more.