Job description
To efficiently manage Technology Desktop Support Services in order to achieve enhanced customer experience in end point solutions. Responsibility includes managing a team of IT support professionals, supervisors/team leads (Field Engineers) and Enterprise Desktop management.
Responsibilities:
- Manage the Onsite IT Support Services of Mashreq covering services across all its branches in UAE, including compliance & ownership of corporate desktop policy
- Implement a strategy and mindset of innovation and continuous improvement for the End User experience
- Ensure SLA compliance as per organization standards
- Manage IT relationship with Retail Banking group, Corporate & Investment Banking group, Operations, Treasury & Capital Markets among other business groups within Mashreq
- Single point of contact from Technology for all End User computing related business requirements, support requests and escalations
- Interface between IT Application teams and business units to ensure timely & effective service delivery
- Leads desktop support team, focusing on service delivery and problem solving while delivering high quality customer support.
- To ensure that IT Services comply with contracts, service level agreements & external regulations
- Lead and participate in infrastructure projects for different business units by representing Technology Operations
- Preparation & administration of departmental budget and business plans and metrics
- Perform direct supervisor's responsibilities in his or her absence when required
- Develop and enhance cooperative interdepartmental and vendor relationships and communications
- Maintain current knowledge of industry trends and potential impact on support to business
- Negotiate and participate on behalf of Technology Operations with internal and external stakeholders in the implementation of IT projects
- Implementation and adherence to policies and procedures
- Fosters a team working environment by communicating effectively with others
- Development of the team from a Technical, Management and Soft skills perspective
Qualifications:
- 10+ years of IT experience with 5+ years' experience in areas of End user computing & relationship management
- Significant experience in Technical services & Service delivery environment
- Strong vocabulary & communication skills
- Significant people management skills with a track record of leading a team, managing performance and mentoring
- Execution and results-focused: Proven ability to set and meet aggressive goals/timelines.
- Highly motivated team player with a collaborative working style, capable of working with a diverse team
- Customer centric focused & service-oriented approach
- Relevant knowledge of the business area & strong problem-solving skills
This job post has been translated by AI and may contain minor differences or errors.
