Technical Services Manager

7 months ago


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**:

- **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.
- **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.
- **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.
- **Process Improvement**: Identify opportunities for process optimization and efficiency gains within the technical services department, driving continuous improvement initiatives.
- **Risk Management**: Proactively identify and mitigate risks associated with service delivery, ensuring compliance with security, regulatory, and contractual requirements.
- **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 fast-paced, 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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