Job Description
The Digital Support Manager role will oversee and manage the delivery of IT services within the organization. The successful candidate will be responsible for ensuring the effective delivery of IT services to meet the needs of our internal stakeholders and external clients. This role involves coordinating with various teams to maintain high service levels, implementing service improvement initiatives, and ensuring adherence to service level agreements (SLAs) and operational processes.
The job scope also includes:
Leadership and Team Management
- Lead and manage a team of technical professionals, including hiring, training, performance management and KPI setup and monitoring.
- Guide and advise the team to provide first and second level of support within the agreed SLA.
- Set clear performance objectives and conduct regular performance evaluations.
Operations
- Oversee the delivery of IT services to internal stakeholders and external clients.
- Monitor service performance against SLAs and KPIs, and take corrective actions as needed.
- Continuously improve service delivery processes and procedures to enhance efficiency and effectiveness.
- Coordinate with other IT teams to ensure seamless service delivery and resolution of issues.
- Monitor and analyze security alerts, incidents, and events to identify potential issues and security threats.
- Handle employee satisfaction surveys, analyze reports and share recommendations accordingly.
- Ensure the availability and constant update of Systems and underlying services inventory.
- Collect and review system related reports for capacity and planning purposes.
- Ensure that all IT incidents and service requests are handled according to agreed procedures and ensure that documentation of the supported components is available and in an appropriate form for the IT specialist team.
- Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services ensuring that such problems are fully documented within the relevant system(s).
- Coordinate the implementation of agreed remedies and preventative measures and analyze patterns and trends.
- Provide Feedback to IT management about the system related issues faced by the business users to improve performance.
- Evaluate new technologies and share recommendations accordingly.
- Prepare and present regular reports to executive leadership, highlighting key metrics, incidents, and trends.
- Provide recommendations for continuous improvement based on regular assessments.
- Manage the suppliers SLAs and ensure that they are in line with SLA targets.
- Identify opportunities for service improvements based on feedback, performance data, and industry best practices.
- Develop and implement service improvement plans to address identified areas for enhancement.
- Measure and report on the outcomes of service improvement initiatives to demonstrate value to stakeholders.
- Perform any other duties to meet the needs of the business as required.
Collaboration
- Handle and lead the communication for all level 3 support tickets with other departments and make sure logs and reports are provided as per the policy.
- Help all employees to clearly understand why certain policies are in place, as well as helping to train them in information security.
- Act as the primary point of contact for client inquiries, escalations, and feedback.
- Understand client requirements and expectations to tailor service delivery accordingly.
- Conduct regular meetings with clients to review service performance and identify areas for improvement.
To be considered for this role, you will need to have:
- Bachelor's degree in Information Technology, computer science or related field is the minimum requirements for this position
- ITIL certified
- CCNA and MCP
- Minimum of 2 years in IT Service Management/Digital Support role
- Strong understanding of IT service management frameworks such as ITIL
- Strong understanding Microsoft Operating Systems, Microsoft Software and other client based applications
- Ability to adapt to a fast-paced, dynamic work environment and manage multiple priorities effectively
- Excellent leadership, communication, analytical and problem solving skills
- Solid understanding of IT infrastructure, systems, network, and applications
- Exceptional communication and interpersonal skills
It will be good to have:
- Project Management (Waterfall and Agile) Certification
- ISO27001
- 5+ years experience in managing IT Projects
- Knowledge in GDPR and other international security related guidelines and regulations
- Knowledge in PCI, ISO and UAE Security Regulations (Consumer and Data)
- Solid understanding of Information Security operations activities and security governance
Interested in this role Apply now!
