IT Technical Support Division Manager (UAE National)

About This Role

The Department of Community Development in Abu Dhabi is hiring for the role of IT Technical Support Division Manager (UAE National).

Objective of the role:

Enhance the provision of IT services efficiently and effectively, by managing IT services, ensuring the provision of technical support, supervising digital operational activities, and ensuring the continuity of technical business and risk management, in line with the highest standards of performance and quality.

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.