The Emirates Group
United Arab Emirates
منذ 1 يوم

Customer Support Manager JOB PURPOSE Plan, develop, and manage the activities of assigned support teams to ensure the onsite deploym ent and support of end user peri pherals and t he onsite support of all services in the assigned custom er area, ensuring a hi gh level of c ustomer service is delivered and agreed service levels are met, by consistently following the incident and service request m anagement processes.

Key Responsibilities - Accountable for customers’ satisfaction of all services within their area of responsibilit y that are deployed directly t o the ir customer (including support, depl oyment, m oves and relocations).

  • Provide recommendations that will ensure a customer focused and cost effective service for the specified custom er area.
  • Ensure that support and deploym ent costs for the assigned customer area are maintained under approved budget and constant improvem ents are m ade.

  • Plan m anpower requirem ents and allocate reso urces accordingly, ensuring that knowledge, experience and communication skills of these reso urces app ro priately fit the assigned custom er area.
  • The assignm ent must take into account that specific custom er expectations (e.g. VIP Services) are m anaged well during direct, personal interactions.

  • Provide support to various sections in Emirates IT such as the problem m anagement and technical teams to discuss and resolve incidents and problems related to support of deployed hardware in the field, application us age and response tim e m onitoring.
  • Provide feedback and input to the technical, service request and software team s regarding efficiency measures that affect customers in the assigned busin ess areas to reduce cost of operation in term s of manpower and hardware resources and im prove the service to the custom er.
  • Ensure proactive maintenance is performed on peripheral devices on a recurring schedule to elim inate possible incidents and m inimize possible im pacts on customers.
  • Review and ove rsee the m aintenance of service, support and documentation standards and pr ocedures on an ongoing ba sis.

  • Manage provision of services and support as per the agreed SLA for incident management and service requests, and provide i nput on service level objectives reports.
  • Provide support services to the business users in line with the overall strategy for the Business area, as directed. Liaise with Business Technology managers for delivering services and provide input for strategic planning.
  • Identify and im plem ent a set of m inim um standards essential to ensure high custom er satisfaction for custom er facing roles, in lin e with the Customer Service O rientation fram ework.
  • Plan, develop and m onitor staff performance. Im plem ent new strategies to enhance and maintain their m otivation levels to ensure provision of custom er focused and com petitive services to the Em irates Group.
  • MINIMUM QUALIFICA TIONS / EX PERIENCE / K NOWLEDGE / SKILLS Qualifications / Trainings : Degree or Honors in a subject relevant to IT (12+3 or equivalent) ITIL Certification is desirable Experience : 8 -

    10 years of specialist technical experience, ideally within an IT Service and Support Managem ent and custom er facing environm ent A minimum of 5 years managing a large Desktop Support environment A minimum 5-

    8 years of managing large technical and Engineer teams Knowledge : Knowledge of Microsoft Windows technologies Knowledge of managing customer facing end-

    users Technical Skills : Managem ent and operations User Support Infrastructure and Operations (end-user devices) Incident Managem ent System installations and de comm issioning Service Level Managem ent We offer an attractive tax-

    free salary, paid in Dirhams, the local currency of the UAE. The Dirham is linked to the Special Drawing Right of the International Monetary Fund and it has been held constant against the US dollar since the end of 1980 at a mid-

    rate of approximately US$1 Dh3.66. Besides generous travel benefits normally associated with an airline, this managerial role also has excellent leave and health care packages, accommodation, power and water paid for, along with transport benefits, life insurance and other employee benefits making the role attractive to high performers.

    By viewing the 'Dubai Lifestyle' section in the careers website you can also consider the many benefits of Dubai as a location to live and work in.

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