IT End User Computing Manager

Job Description 

Our Maximus IT End User Manager is responsible for managing the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regard to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

Responsibilities

The core tasks, duties, and responsibilities that majorly constitute the IT support analyst job description are highlighted below:

• Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
• Train, coach, and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.
• Oversee Solutions repository and ensure top quality solutions are available to the staff. Supervise service level targets to set expectations and measure performance. managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation
• Overseeing the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require. The role is part general management, part service operations and part special projects – the service desk manager wears many hats. In addition to managing a potentially large staff of support agents, the service desk manager also monitors operations to make sure tickets are addressed in a timely manner, as well as serving as the service-desk liaison to major business-impacting initiatives.
• Responsible for smooth operations, that SLAs are being fulfilled and service-desk clients are happy with the support they are receiving. He or she is actively involved in the day-to-day activities of his or her team, with a direct accountability for service performance.
• Ensure the team act as customer champions, offering specialist advice and support on IT-related issues while providing customers with the best possible service and conveying a sincere willingness to help.

• Knowledge

  • Qualification in IT (MCSE, VMware certification, CCNA), computer science or similar relevant field.
  • Bachelor’s degree preferred.
  • Fluent in English and Arabic is optional.
  • Extensive knowledge with data centre services, server operating systems, physical and virtual servers, firewall, networking switches, storage, backups, telephony, connectivity, Internet services, Wi-Fi service, VPN, monitoring tools.
  • Keep updated with today’s technology for infrastructure and networking services.
  • Ability to oversee effective resource planning
  • Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques

Skills (Skills level: Expert)

• Team Management and prioritize tasks and workload.

• Ability to work well with people and express empathy: Managing escalations and critical incidents. The end user manager must be able to express empathy and help staff to work through high-stress situations in a professional manner.

• User focus. Give direction on which tools or methods to use. Demonstrate experience in meeting the needs of users across a variety of channels. Bring insight and expertise in how user needs have changed over time to ensure they’re met by the business. Apply strategic thinking to provide the best service for the end user

• Technical specialism. Understand the direction of future technologies. Deliver a model to support and maintain those future technologies and any databases that coexist in the current environment.

• Service focus. See the bigger picture by taking groups of services and investigating how to get the best of underlying services.

• Ownership and initiative. Take accountability for issues that occur and be proactive in searching for potential problems. Achieve excellent user outcomes.

• Continual service improvement. Analyse current processes, and identify and implement opportunities to optimise them. Lead and develop a team of experts to deliver service improvements.

Experience

• Minimum 10+ experience in an IT Infrastructure and Networking service operations.

• Technologies should include Microsoft Platform (AD, Domain Management, DHCP, DNS, TCP/IP, Windows Server etc.), Cisco, VMware, IPSEC VPNs, Azure ADS, Office 365, Windows Desktop.

• Different Telephony and Internet services; IP Telephony, MPLS, Internet VPN.

• A working knowledge and experience of Cloud Services.

• Microsoft Desktop Applications, Cloud Office 365 suite and admin setup controls.