Manager - IT Service Desk - Core42
3 months ago
To make asignificant impact on the highvisibility digital transformationjourneys of our clients in the public sector and enterprise spacecontributing measurably to their growth and success. You will honeyour skills in an environment that celebrates continuous learningand improvement.
Core42 is theUAEs nationalscale enabler for cloud and generative AI combiningG42 Groups expertise across multiple technology disciplines into asingle platform for public sector and large enterprisetransformations. Building on our capabilities as sovereign cloudand HPC specialist we bring generative AI cybersecurityprofessional and managed services expertise to enable nationalscaleprogram deployments across industries. Responsibilities: Keyresponsibilities
Functional:
- Lead andoversee the daytoday operations of the IT Service Desk ensuring theefficient handling of customer inquiries technical issues andservice requests.
- Manage escalations executivecommunication workload balancing performance monitoring staff& shift supervision SLA compliance continuous improvementand customer satisfaction.
- Monitor ticketingsystems prioritize incidents and manage escalations to meet SLAsand customer expectations.
- Ensure all ITservice requests are logged prioritized and resolved efficientlydelivering exceptional customerservice.
- Provide technical guidance and supportto clients on digital transformation solutions resolving complextechnical issues troubleshooting problems and coordinating withrelevant teams for prompt issueresolution.
- Develop and implement strategies tooptimize service desk operations enhance customer support processesand increase overall efficiency.
- Identifyrecurring issues and recommend longterm solutions to prevent futureincidents.
- Establish and maintain acomprehensive knowledge base for the Service Desk team documentingcommon issues resolutions and bestpractices.
- Promote knowledge sharing within theteam to facilitate skill development.
- Ensurethat the Service Desk team consistently meets SLAs includingresponse time resolution time and customer satisfactiontargets.
- Define and track key performanceindicators (KPIs) for the Service Deskteam.
- Analyze performance data regularlycreating reports to measure team efficiency andeffectiveness.
- Develop implement and maintaincomprehensive service desk policies procedures and standards toenhance service delivery.
- Coordinate trainingprograms to keep the Service Desk team updated on new technologiesproducts and industry trends inculcating a culture of learning andgrowth within the team.
- Collaborate with otherdepartments such as software development cloud engineering andcyber security to address complex customer issues and provideinputs for product and serviceenhancements.
- Provide necessary training andresources for team members to ensure consistent highquality serviceand technical support.
- Oversee service deskbudgets including vendor contracts and the procurement of tools andequipment
- Employ remote support tools toprovide virtual assistance and remote troubleshooting minimizingthe need for onsite visits whenpossible.
- Continuously identify opportunitiesto enhance service desk processes tools and knowledge baseresources to improve overall support and customersatisfaction.
- Ensure clear and effectivecommunication throughout the supportlifecycle.
- Deep knowledge ofAI data science and cloud computingtechnologies
- Proven track record in teammanagement and leadership within large IT supportenvironments
- Attention to detail with solidproblemsolving skills and analyticalthinking
- Proficiency in project and programmanagement and ontime delivery
- Exceptionalcustomer service skills with a focus on highquality timelydelivery
- Strong understanding of financial andbusiness principles contributing to budget management and strategicdecisionmaking
To qualify you musthave
- Bachelors degree inInformation Technology Computer Science or a relatedfield
- ITIL PMP or other relevant IT servicemanagement certifications
- A minimum of 5 yearsin IT support in management roles with at least 3 years in asupervisory capacity
- Familiarity with advancedcybersecurity measures andtools
Ideally youll also need
- Familiarity with advancedcybersecurity measures and tools
- Outstandingcommunication and interpersonal skills for effective stakeholdermanagement
- Handson experience with the latestAI and digital transformation tools andstrategies
- Demonstrated ability to implementand manage continuous improvement initiatives within IT serviceenvironments
What we look for:
If you are aperformancedriven inquisitive mind with the agility to adapt toambiguity you will fit right in. You should be eager to exploreopportunities to build meaningful collaborations with stakeholdersand aspire to create unique customercentric solutions. Bias foraction and a passion to conquer new frontiers in the AI space is atthe heart of the Core42community.
What working at Core42offers:
Culture: An open diverse and inclusiveenvironment with a global vision that encourages personal growthand focuses on groundbreaking industryfirstinnovations.
Career: Outstanding learning development& growth opportunities via structured training programs andinnovative hightechprojects.
WorkLife: A hybrid work policy to strike theperfect balance between office andhome.
Rewards: A competitive remuneration packagewith a host of perks including healthcare education support leavebenefits andmore.
To confidently demonstrate that you meet the criteria above pleasecontact us.This job has beensourced from an external job board.
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