naukri
Head, IT Support
Tawteen
Baladiyat ad Dawhah, QAT
Contract
Senior
Onsite
Discovered 4 weeks ago
IT service desk managementIncident resolutionUser trainingVendor managementBudgetingDocumentation and reporting
Free
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IT service desk managementIncident resolutionUser training
Role Overview
Tawteen seeks a Head, IT Support to oversee IT service desk operations, manage vendor contracts, and ensure high user satisfaction. The role involves incident resolution, user training, and continuous improvement of support processes.
Key Skills for This Role
IT service desk managementIncident resolutionUser trainingVendor managementBudgetingDocumentation and reporting
Full Job Posting
Overview
Tawteen seeks a Head, IT Support to oversee IT service desk operations, manage vendor contracts, and ensure high user satisfaction. The role involves incident resolution, user training, and continuous improvement of support processes.
Responsibilities
- Oversee the University's IT service desk operations, ensuring timely and effective response to user inquiries and technical issues
- Streamline operational procedures and employ proactive problem-solving strategies to accelerate the timely and accurate resolution of IT incidents and service requests
- Develop and deliver training sessions and resources to empower users to resolve common technical issues independently
- Strategically partner with vendors and service providers to resolve escalated technical issues and manage service agreements
- Challenge the status quo of support processes, identify areas for improvement and implement strategies to enhance the efficiency and effectiveness of support services
- Establish relationship with University stakeholders to engage and communicate effectively on updates on service disruptions, maintenance, technical issues and manage user expectations
- Manage the IT Support sections budget, allocating resources for staffing, training, tools, and equipment to optimize resource utilization to meet user needs and service levels
- Safeguard critical records of incidents, service requests and resolutions to enable decision-making by tracking performance, trends and user feedback
Requirements
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