Manager, End User Services

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 the company 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 the company.
• Serve as the 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.
• Lead the desktop support team, focusing on service delivery and problem solving while delivering high-quality customer support.
• 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.
• Prepare and administer departmental budget and business plans and metrics.
• 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.
• Foster a team working environment by communicating effectively with others.
• Develop the team from a Technical, Management, and Soft skills perspective.

Required Skills

• 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.
• ITIL v3 certified.
• Customer-centric focused & service-oriented approach.
• Relevant knowledge of the business area & strong problem-solving skills.