IT Technical Support Division Manager (UAE National)

Overview

Responsibilities

• Supervise the management of IT services in the Department and related social sector entities.
• Ensure the provision of Level I and Level II support and provide technical support for computers, mobile devices, operating system and applications to the Department and related social sector entities.
• Supervise the management of the day-to-day operational activities of new channels, digital platforms and applications, monitor progress and ensure their availability in coordination with the concerned authorities and submit relevant reports.
• Ensure the maintenance and improvement of internal technical systems.
• Supervise the management of technology risks and develop technical recovery procedures and plans to maintain business continuity.
• Ensure coordination with concerned units for the maintenance of digital infrastructure, cloud, and network services.
• Manage service providers and suppliers to ensure that the Department and relevant social sector entities receive technical equipment and support in accordance with the established service level standards.
• Ensure customer satisfaction with technical support services and make relevant recommendations to improve the quality of relevant services.
• Ensure the identification of key performance indicators on activities related to technical support and follow up on their performance and impact.

Qualifications

• Minimum 10 years of experience of which 2 years in managing an IT Technical support department.
• Bachelor's degree in computer engineering or information technology (Masters preferred).
• Professional certificates related to IT Technical support excellence.

Required Skills

• Technical support management.
• IT service management.
• IT service excellence.
• Experience with digital transformation initiatives.
• Knowledge of cloud services and infrastructure.