Technical Services Manager

1 week ago


Dubai, Dubai, United Arab Emirates Resolution IT Full time

Resolution IT are a global managed services provider supporting a range of clients across many industries including financial services, professional services and much more.


We are seeking are seeking an experienced IT professional to join the team as
Technical Services Manager in our Dubai team.

This is an exciting role which combines leadership, client relationship management and providing high level technical support.

You will be responsible for leading a team of technical experts, ensuring the highest standards of support and service delivery are maintained and contribute to a culture of excellence and innovation.


Main duties and responsibilities:

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Team Leadership: Lead and mentor a team of technical professionals ensuring high standards of support are maintained.
-
Technical Expertise: Maintain a deep understanding of the latest technologies, industry trends and best practices in managed services to drive continuous improvement and innovation.
-
Technical Support:Provide high level support to clients and serve as a point of escalation for complex technical issues, providing guidance and support to resolve issues promptly and effectively.
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Service Delivery: Oversee the delivery of technical services to clients, ensuring adherence to service level agreements (SLAs) quality standards, and best practices.
-
Client Relationship Management: Build and maintain strong relationships with clients, acting as a trusted advisor and addressing their technical needs and concerns effectively.
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Performance Monitoring and Reporting: Monitor key performance indicators (KPIs) and metrics related to service delivery, analyse trends and provide regular reports to management and clients.
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Process Improvement: Identify opportunities for process optimization and efficiency gains within the technical services department, driving continuous improvement initiatives.
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Risk Management: Proactively identify and mitigate risks associated with service delivery, ensuring compliance with security, regulatory, and contractual requirements.
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Collaboration: Collaborate with cross-functional teams, including sales, operations, and product development, to ensure alignment and synergy in delivering holistic solutions to clients.

Essential criteria

  • Proven experience in a technical leadership role, preferably within a managed services environment.
  • Excellent leadership, communication, and interpersonal skills, with the ability to motivate and inspire teams.
  • Strong technical background with expertise in cloud computing, networking, cybersecurity, and IT infrastructure using Microsoft products.
  • Project management experience.
  • Demonstrated experience in client relationship management, with a focus on delivering exceptional customer service.
  • Proven track record of driving process improvement initiatives and delivering results in a fastpaced, dynamic environment.
  • Fluent in English.


As part of our recruitment process, all job offers are contingent upon the successful completion of pre-employment assessments and a satisfactory police check.

Convictions likely to be considered relevant to this post include crimes involving, but not limited to, theft, violence, dishonesty, fraud, vulnerable individuals and computer misuse.



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