IT Support Manager | ICT

4 weeks ago

sharjah, United Arab Emirates American University of Sharjah Full time
The Department of ICT & IT Security at the American University of Sharjah seeks to hire an IT Support manager to lead the support team in providing efficient and effective technical support to our university community - Faculty/ Staff and Students. The IT support manager will have a strong technical background, a customer-focused approach, and be responsible for managing day-to-day IT support operations. Job Responsibilities
Lead, Mentor and develop a team of IT support professionals to ensure a high level of technical expertise and customer service. Provide leadership to the teams (Administration, College & School - IT Support, Audio/Video, and Campus IT Support Center) Foster a collaborative and positive team culture, encouraging continuous learning and professional development. Oversee the resolution of IT issues & requests reported by the AUS community, providing both hands-on technical support and guidance to the support team. Ensure timely resolution and minimal impact on operations by prioritizing and delegating support activities. Deliver high-quality support services by implementing and enforcing IT service management best practices. Measure and improve support performance by establishing and maintaining service level agreements (SLAs). Ensure the creation and maintenance of documentation for IT support processes, procedures, and troubleshooting guides. Implement knowledge-sharing practices to empower the support team and improve efficiency. Collaborate with Internal IT Teams (Infrastructure, Application, and Information Security) to deliver high-quality services. Evaluate and recommend new technologies or services that can enhance IT support efficiency. Engage with key stakeholders to understand IT support challenges and work on overall improvement of IT services and support. Support IT Services function by establishing ITIL Service management practices and framework. Oversee the implementation of ITSM tools & practices across the organization including request fulfillment, incident management, change management, and problem management..etc
Qualifications and Skills Required
Bachelor’s degree in computer science, Information Technology, or related field Minimum of seven years of relevant experience in a similar function/role Proven experience in a leadership role within IT support or related field Excellent communication and interpersonal skills. Strong Technical knowledge across a range of IT systems and applications. Excellent communication and interpersonal skills, with the ability to engage and provide high-quality support. Problem-solving and Analytical thinking. ITIL Certification or relevant IT certifications. Ability to work effectively in a fast-paced environment. Strong Organizational and time-management skills. Familiarity with Applications and IT Support Tools & Services ( ServiceNow, Microsoft, Google, Software2, Blackboard..etc). UAE national preferred.
Preferred Qualifications and Skills
A master’s degree in a related field (Computer Science/Engineering) Certifications in related fields ( ITIL, ServiceNow, CompTIA, etc.) Strong Experience in leading the IT Support Functions Knowledge & experience in the following technologies: ServiceNow, Blackboard, Google, and Microsoft
The candidate should be available full-time on-site during AUS main working hours (Monday to Thursday, 8 AM to 6 PM) but is also expected to be ready to work at flexible times when needed. We are looking for a candidate ready to hit the ground running with minimal training. How to Apply
Interested applicants shouldfill out theform. AUS alumni are encouraged to apply. Applicants who do not meet specified requirements will not be shortlisted. Only shortlisted candidates will be contacted. AUS is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, age, gender, religion, national origin, disabilityor marital status. Opportunities for employment are based solely upon one’s qualifications.#J-18808-Ljbffr

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