About the Job
We are seeking a dynamic, excellence-driven, and client-focused IT Service Desk Manager to lead and oversee the optimal functioning of Core42's Service Desk. In this role, you will provide top-tier IT support, outstanding customer care, expert technical assistance, and timely issue resolution to our portfolio of digital transformation clients. As the senior point of contact for IT-related queries, you will resolve complex issues while continuously improving the end-to-end support process and upholding the company’s commitment to delivering the highest quality service and customer satisfaction.
You will significantly impact the high-visibility digital transformation journeys of our clients in both the public sector and enterprise space, contributing to their growth and success. This role offers an opportunity to hone your skills in an environment that celebrates continuous learning and improvement. Core42 is the UAE's national-scale enabler for cloud and generative AI, combining expertise across multiple technology disciplines to support large enterprise transformations.
Responsibilities
- Lead and oversee day-to-day operations of the IT Service Desk, ensuring efficient handling of customer inquiries, technical issues, and service requests.
- Manage escalations, executive communication, workload balancing, performance monitoring, staff supervision, SLA compliance, and customer satisfaction.
- Monitor ticketing systems, prioritize incidents, and manage escalations to meet SLAs and customer expectations.
- Ensure all IT service requests are logged, prioritized, and resolved efficiently, delivering exceptional customer service.
- Provide technical guidance and support to clients on digital transformation solutions, resolving complex issues, troubleshooting problems, and coordinating with relevant teams.
- Develop and implement strategies to optimize service desk operations, enhance customer support processes, and increase efficiency.
- Identify recurring issues and recommend long-term solutions to prevent future incidents.
- Maintain a comprehensive knowledge base for the Service Desk team, documenting common issues, resolutions, and best practices.
- Promote knowledge sharing within the team to facilitate skill development.
- Ensure the Service Desk team meets SLAs for response time, resolution time, and customer satisfaction targets.
- Define and track key performance indicators (KPIs) and analyze performance data, creating reports to measure team efficiency and effectiveness.
- Develop, implement, and maintain comprehensive service desk policies, procedures, and standards to enhance service delivery.
- Coordinate training programs to keep the Service Desk team updated on new technologies, products, and industry trends.
- Collaborate with other departments to address complex customer issues and provide input for product and service enhancements.
- Oversee service desk budgets, including vendor contracts and the procurement of tools and equipment.
- Employ remote support tools to provide virtual assistance and remote troubleshooting.
- Identify opportunities to enhance service desk processes and tools to improve overall support and customer satisfaction.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- ITIL, PMP, or other relevant IT service management certifications.
- A minimum of 5 years in IT support management roles, with at least 3 years in a supervisory capacity.
- Deep knowledge of AI, data science, and cloud computing technologies.
- Proven track record in team management and leadership within large IT support environments.
- Attention to detail with solid problem-solving skills and analytical thinking.
- Proficiency in project and program management.
- Exceptional customer service skills, with a focus on high-quality, timely delivery.
- Strong understanding of financial and business principles to contribute to budget management and strategic decision-making.
- Familiarity with advanced cybersecurity measures and tools.
- Outstanding communication and interpersonal skills for effective stakeholder management.
- Hands-on experience with the latest AI and digital transformation tools and strategies.
- Demonstrated ability to implement and manage continuous improvement initiatives within IT service environments.
What We Look For
If you are performance-driven, inquisitive, and adaptable to ambiguity, you will fit right in. We are looking for individuals eager to explore opportunities to build meaningful collaborations with stakeholders and create unique customer-centric solutions. A passion for conquering new frontiers in the AI space is at the heart of the Core42 community.
What Working At Core42 Offers
- Culture: An open, diverse, and inclusive environment that encourages personal growth and focuses on groundbreaking innovations.
- Career: Outstanding learning, development & growth opportunities via structured training programs and innovative projects.
- Work-Life: A hybrid work policy to balance office and home life effectively.
- Rewards: A competitive remuneration package with healthcare, education support, leave benefits, and more.
