Unit Head IT support services

Posted Date 07 Nov 2023

Experience	5 Years	Salary	8000AED
Job Type	Full Time	Company	United Arab Emirates University
Job Category	Information Technology	Qualification	BS IT
Gender	Both	Last Date	09 Dec
Vacancies	1	Remote	No
Location(s)	Abu Dhabi , United Arab Emirates

Job Description

The Unit⠀Head IT⠀Support⠀Services⠀will lead⠀a team of⠀Support⠀specialists⠀and ensure⠀that end⠀users are⠀receiving⠀the⠀appropriate⠀assistance⠀with a⠀high⠀degree of⠀customer⠀satisfaction.⠀The⠀service⠀manager is⠀responsible⠀for⠀providing⠀advanced⠀technology⠀consulting⠀and⠀support to⠀the staff,⠀students⠀and⠀faculty of⠀the UAEU⠀and will⠀manage all⠀Client⠀Assets,⠀Client⠀Capacity⠀Management,⠀and End⠀User⠀Communications⠀as well as⠀support.⠀This⠀individual⠀will⠀develop,⠀implement,⠀and⠀oversee⠀policies⠀and⠀procedures⠀to ensure⠀consistent⠀service⠀levels and⠀quick⠀resolutions.⠀Work⠀involves a⠀considerable⠀amount of⠀creativity,⠀perception⠀and⠀independent⠀action⠀including⠀significant⠀independent⠀judgment.⠀The⠀position⠀will⠀mainly⠀focus to⠀manage⠀these⠀tasks⠀within⠀DoIT &⠀administrative⠀units of⠀UAEU. The⠀individual⠀will have⠀specific⠀duties⠀accordingly⠀and will⠀fulfill⠀and⠀coordinate⠀with DoIT⠀& UAEU⠀administration,⠀external⠀vendors,⠀and act as⠀centrally⠀for ITSS⠀department⠀to⠀facilitate⠀the⠀overall⠀operation.

Minimum Qualifacation

The Unit Head , IT Support Services will work closely with all IT stakeholders to perform the following tasks using a combination of solid operational practices, strong analytical and problem-solving skills, and teamwork techniques:

Manage the⠀daily⠀operations⠀of IT⠀Support⠀Specialist⠀team by⠀managing⠀and⠀scheduling⠀resources,⠀and⠀providing⠀training⠀and⠀mentoring⠀to the⠀team.
⠀Lead a⠀team⠀responsible⠀for⠀researching⠀and⠀resolving⠀technical⠀problems,⠀responding⠀to⠀requests⠀for⠀technical⠀support,⠀documenting⠀and⠀tracking.
Works⠀as an⠀operational⠀liaison⠀between⠀UITS and⠀all⠀College⠀and⠀Divisional⠀IT support⠀staff on⠀hardware⠀and⠀software⠀issues.
Change/Release/Deployment⠀Management⠀and⠀Project⠀Management⠀to End⠀User⠀Computing⠀Environment.Ensures⠀that all⠀phases of⠀desktop⠀support,⠀including⠀installations,⠀upgrades,⠀software,⠀hardware,⠀operating⠀systems,⠀and⠀operating⠀system⠀configuration⠀issues,⠀are⠀properly⠀coordinated,⠀monitored,⠀tracked,⠀and⠀resolved.⠀Collaborate⠀with other⠀departments⠀to⠀identify⠀and/or⠀procure⠀Service⠀tools for⠀internal⠀staff and⠀external⠀clients.
Oversees⠀maintenance⠀of desktop⠀management⠀toolset⠀and⠀security⠀for⠀desktop⠀systems.⠀
Communicate⠀important⠀information⠀to support⠀technicians⠀such as⠀special⠀procedures⠀and⠀information⠀about⠀hardware⠀and⠀software⠀
Meet⠀regularly⠀with area⠀stakeholders⠀(Managers,⠀Directors,⠀etc.) to⠀determine⠀how to⠀improve⠀upon⠀service⠀delivered⠀by IT.⠀Collaborate⠀with other⠀functional⠀and⠀regional⠀teams to⠀ensure⠀consistent⠀service⠀levels are⠀met
Develop⠀budgets,⠀and manage⠀spending⠀to ensure⠀costs are⠀balanced⠀with⠀established⠀goals
Deliver⠀on defined⠀service⠀level⠀agreements⠀and key⠀performance⠀indicators.
Personally⠀handle⠀client⠀issues and⠀communication⠀where⠀sensitive⠀issues are⠀involved.⠀Train,⠀coach and⠀mentor⠀support⠀specialist⠀and other⠀junior⠀staff.⠀
Manage⠀Purchasing⠀and⠀deployment⠀tasks⠀
Select⠀and⠀implement⠀industry⠀standard⠀tools to⠀leverage⠀productivity⠀and⠀quality in⠀delivery⠀of⠀services.⠀
Manage⠀the⠀process of⠀providing⠀customers⠀with⠀software,⠀hardware⠀support⠀and⠀consultation⠀for⠀College⠀computing⠀labs and⠀to⠀University’s⠀staff and⠀faculty.⠀
Oversea⠀the⠀preparation⠀of⠀Technical⠀Specifications/⠀evaluation⠀/ report⠀before and⠀after the⠀purchase⠀of any⠀computer⠀related⠀items⠀required⠀by the end⠀users.⠀
Oversight⠀and⠀management⠀of a⠀24x7x365⠀environment⠀which may⠀require⠀some off⠀shift⠀work. This⠀position⠀will also⠀require⠀on-call⠀response⠀to⠀incidents⠀as⠀necessary.⠀
Manages⠀the⠀delegated⠀administration⠀of Active⠀Directory⠀tasks.⠀
Manages⠀the⠀maintenance⠀of the⠀Unit’s⠀petty⠀cash.⠀
Provides⠀reports⠀regarding⠀customer’s⠀requirements⠀and⠀problems.⠀
Responsible⠀to adhere⠀with all⠀information⠀security⠀policies⠀and⠀procedures⠀of the⠀University.
Other⠀duties as⠀assigned.

Preferred Qualifacation

Bachelor degree in IT field is required.
Requires 5+ years of experience in a technical capacity supporting End-user computing Infrastructure.
Requires 3+ years of prior IT supervisory experience with proven experience managing PC support in a call center environment and knowledge of the disciplines that lie behind.

Excpected Skills

Expert⠀skills in⠀analyzing⠀and⠀monitoring⠀hardware⠀and⠀UNIX/Linux⠀/MAC and⠀MS Windows⠀Server⠀operating-system⠀environments⠀and⠀problem⠀solving⠀aptitude.
Good⠀knowledge⠀of Network⠀infrastructure⠀and⠀programming⠀issues⠀sufficient⠀to⠀administer⠀hardware,⠀OS⠀environments,⠀and⠀software⠀environments⠀for⠀enterprise⠀systems.
Strong⠀technical⠀knowledge⠀in the⠀areas of⠀Microsoft⠀Windows,⠀hardware,⠀Citrix,⠀VPN,⠀remedial⠀software,⠀MAC and⠀Office.
Good⠀knowledge⠀and⠀Experience⠀with⠀disaster⠀recovery⠀systems. *⠀Experience⠀with ITIL⠀Service⠀Delivery⠀standard⠀in an⠀enterprise⠀environment.
Demonstrated⠀experience⠀implementing⠀processes/systems⠀in a⠀growing IT⠀environment.
Ability⠀to work in⠀a fast⠀moving and⠀evolving⠀environment.
Ability⠀to learn⠀rapidly⠀and adapt⠀to a⠀changing⠀technical⠀environment.⠀
Strong⠀communication,⠀people,⠀customer⠀service,⠀problem⠀solving⠀and⠀teamwork⠀skills.⠀
ability⠀to⠀prioritize⠀and handle⠀multiple⠀priorities⠀simultaneously⠀
Thorough⠀understanding⠀of the⠀implications⠀of⠀supporting⠀a⠀mission-critical⠀environment⠀on a 24/7⠀basis.⠀
Excellent⠀management⠀skills.