Help Desk Operations Manager

Job Reference: 32650-Help Desk Operations Manager
Company: RecruitArab - recruiter
Industry: Information Technology
Job Title: Help Desk Operations Manager
Location: Dubai, UAE
Employment Type: Full-time
Closing Date: 2024-09-23
Application Email: apply@emiratesrecruiter.com

Job Summary:
We are seeking a skilled and motivated Help Desk Operations Manager to oversee and enhance our IT support services in Dubai. The successful candidate will be responsible for managing the help desk team, ensuring high-quality service delivery, and implementing best practices in IT support operations. This role requires a blend of technical expertise, leadership skills, and a commitment to customer satisfaction.

Key Responsibilities:
- Team Management: Lead, mentor, and develop the help desk team to ensure optimal performance, motivation, and professional growth.
- Service Delivery: Oversee daily operations of the help desk, ensuring timely and effective resolution of IT issues and requests. Monitor service levels and implement improvements as necessary.
- Process Optimization: Establish, document, and refine help desk processes and procedures to enhance efficiency and customer satisfaction.
- Performance Metrics: Develop and track key performance indicators (KPIs) to measure team productivity and service quality; report findings to senior management.
- Customer Focus: Ensure a customer-centric approach is maintained across all help desk operations; address escalated issues and ensure resolutions meet or exceed customer expectations.
- Technical Expertise: Provide advanced technical support and troubleshooting for complex IT issues, collaborating with other IT teams as necessary.
- Training & Development: Identify training needs and develop training programs for help desk staff to enhance their skills and knowledge.
- Budget Management: Assist in managing the help desk budget, including forecasting costs and monitoring expenditures.
- Vendor Management: Liaise with third-party service providers and vendors to ensure service agreements are met and issues are resolved efficiently.
- Documentation: Maintain accurate records of help desk activities, including tickets, resolutions, and feedback, to facilitate reporting and continuous improvement.

Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- 5-7 years of experience in IT support, help desk operations, or a related field, with at least 2 years in a managerial or supervisory role.
- Strong understanding of IT service management frameworks (e.g., ITIL) and best practices.
- Excellent problem-solving skills and the ability to work under pressure.
- Outstanding communication and interpersonal skills, with a focus on customer service.
- Proficiency in help desk software and ticketing systems.
- Knowledge of network and system administration is a plus.
- Ability to work collaboratively in a diverse team environment.

What We Offer:
- Competitive salary and benefits package.
- Opportunities for professional development and career advancement.
- A dynamic and inclusive work environment in one of the most vibrant cities in the world.

If you are passionate about delivering exceptional IT support and leading a talented team, we invite you to apply for this exciting opportunity. Please send your resume and cover letter to apply@emiratesrecruiter.com by 2024-09-23. We look forward to hearing from you!


Please inculde this job reference [32650-Help Desk Operations Manager] in the email when you send your application.

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