Manager, End User Services.Injaz - TECH - TOPS - End - User Services.41.MIT

About This Role

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.

• 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
• 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