User Help Desk Manager

Job Description:
Key Responsibilities
* Setup of UHDs in quality, cost, and time, based on the design concepts and the Integrated Master Schedule (IMS).
* Support and supervise the installation and execution of defined service management processes in the UHD as well its integrative process support function within the O&S organization.
* Deliver UHD daily operations according to ISO20000 and ITIL V3.
* Support and supervision of operations of the UHD and UHD reporting.
* Enabling and support of best practices exchange and continuous improvement.
* Ensure the interfacing with the Service Operations (TST, PMT) and Logistics as well as clear defined hierarchical and technical escalations within the project in order to allow fast solution of problems / tasks in high quality.
* First point of contact for all issues concerning all UHD.
* Delivery of high quality supply support in order to ensure efficient system availability with the defined budget.
* Issue technical bulletins to inform customers of problems and support them in taking necessary action.
* Consult with experts to ensure integrated actions plans
* Monitor issue resolution and liaise with stakeholders
* Monitor response times and user satisfaction levels
* Ensure the operations meet the agreed service levels
* Improve techniques and practices for managing client queries, troubleshooting and problem resolution and prioritization.
* Establish and maintain positive business relationships with customers, suppliers and partners (internal or external) deploying and complying with organizational processes
This job requires an awareness of any potential compliance risks and a
commitment to act with integrity, as the foundation for the Company's success,
reputation and sustainable growth.
Company:
Airbus Defence and Space Saudi Limited
Contract Type:
Fixed term
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Experience Level:
Professional
Job Family:
Customer Account and Service Management
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