The Emirates Group Hiring for Customer Support Manager-IT Job at Dubai Full Time

Job Purpose: Job Purpose: Plan, develop, and manage the customer management activities of assigned support teams to ensure support and deployment all services in the assigned customer area whilst ensuring services are delivered to a high level of customer service. The Customer Support Manager (CSM) consistently follows the service request management processes across the different locations where the Emirates Group has a presence leading a team to ensure a high standard of support and delivery. CSM area of responsibilities involves one or more of the following domains Service Desk, Field Support Services, Cyber Security Services, Application Support and Technology Support. Generic Job Accountabilities Linked to Objective Areas: – Accountable for customer’s satisfaction of all services within their area of responsibility that are deployed directly to their customer (including deployment, moves and relocations, Service Desk, application, and technology support). – Provide recommendations and drive initiatives that will ensure a customer focused and cost-effective service for the specified customer area. Ensure that support and deployment costs for the assigned customer area are maintained under approved budget and constant improvements are made. – Manage provision of services and support as per the agreed SLA for incident management and service requests and provide input on service level objectives reports. Analyse department KPI’s and trends and develop strategies for improvement – Provide support services to the business users in line with the overall strategy for the Business area, as directed. Liaise with Service Managers and Business Enablement managers for delivering services and providing inputs for Strategic Account Planning. – Lead the team by creating development plans and setting smart goals for MYBC to ensure delivery of service level agreements (SLA) and objectives of the department. Continuously monitor staff performance and implement new strategies to enhance and maintain their motivation levels to ensure provision of customer focused and competitive services to the Emirates Group. – Build a cohesive team and manage people effectively. Recruit, Train, coach, and mentor and plan career development – Develop and maintain processes, procedures, and checklists to ensure that standard operating procedures are followed to ensure consistent levels of quality and effectiveness in all decisions and action Plan manpower requirements and allocate resources, accordingly, ensuring that knowledge, experience and communication skills of these resources appropriately fit the assigned customer area. The assignment must take into account that specific customer expectations (e.g. VIP Services) are managed well during direct, personal interactions. – Ensure proactive maintenance is performed on all the service components or peripheral devices on a recurring schedule to eliminate possible incidents and minimize possible impacts on customers. Review and oversee the maintenance of service, support and documentation standards and procedures on an ongoing basis.

Qualifications & Experience: Information Technology. – Other : 8+ Years – Degree or Honours (12+3 or equivalent) : – Degree in Computer Science or a relevant degree Knowledge/Skills: – ITIL Certification (desirable for Customer Support and Deployment and mandatory for roles in Cyber Security). – Minimum 5 Experience in specialist technical experience, ideally within an IT Service and Support Management and customer facing environment – A minimum of 5 years managing a large Desktop Support teams at Level 2/3. – A minimum 5 years of managing large technical and/or Engineer teams is desirable. – Experience working in a Cybersecurity department is desirable.

Salary & Benefits: Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That’s on top of transport benefits, life insurance and more.