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).
Ensure that support and deploym ent costs for the assigned customer area are maintained under approved budget and constant improvem ents are m ade.
The assignm ent must take into account that specific custom er expectations (e.g. VIP Services) are m anaged well during direct, personal interactions.
Review and ove rsee the m aintenance of service, support and documentation standards and pr ocedures on an ongoing ba sis.
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.