Job Description

End User Support Manager

Work Location : Dubai

About the Job

• Leading a small team of engineers, you will ensure timely, technical support provision to end users. With a passion for customer service 
• excellence you will manage service delivery to agreed service level targets, seeking to continually improve and drive up resolution rates and 
• increase positive feedback. You will be familiar with the latest remote support technologies and will work with the Service Desk to support both 
• channel shift and ‘shift left’ through knowledge sharing and automation. You will also support the wider customer base in the awareness and 
• adoption of existing technologies and in the take-up and take-on of new technologies as they are rolled out. 

This is what we need you to do...

• Drafts and maintains procedures and documentation for remote support. 
• Ensures that all requests for support are dealt with according to set standards and procedures.
• Monitors and manages call volumes to ensure SLA achievement for incidents, requests, and problems.
• Manages resource to meet demand
• Manages the team on a day-to-day basis, allocating responsibilities and work, and delegating responsibilities as appropriate. 
• Manages internal team escalations, providing support with complex issues or requests.
• Acts as a single point of contact for customer escalations, requests for preferred service, and complex questions.
• Sets performance targets, and monitors progress against agreed quality and performance criteria.
• Proactively works to ensure effective working relationships within the team and with those whom the team interacts with. 
• Provides support and guidance as required, in line with individuals’ abilities

The ideal candidate will have...Experience

• Experience of working as End User Manager or Team Leader
• Effective management of staff and teams
• Experience of ITSM tool sets
• Rational & calm under pressure
• Experience of working in a customer facing environment
• Explaining technical issues to non technical customers
• Demonstrable understanding and familiarity with concepts surrounding quality of service, service level management and service delivery.

Behavioural attributes

• Demonstrates Gloucestershire Leader Behaviours.
• Able to maintain focus on the task in hand and drive issues through
• Confident, enthusiastic and self-motivated 
• Able to balance competing demands effectively
• Contributes positively to organisational change
• Committed to working as part of a team
• Customer focussed

Knowledge, Skills:

• Excellent stakeholder management skills
• Ability to deal with customer escalations, service issues and complaints.
• Strong leadership skills
• Problem solving
• Ability to manage multiple and sometimes conflicting priorities
• Knowledge of the ITIL framework (or equivalent), the IT support lifecycle, associated methodologies and their practical application.

Education and Qualifications

• Essential
•  ITIL Foundation
•  Degree or equivalent qualification