Lead the IT support team of IT engineers, and manage support performance to ensure a quality consistent service as part of the ME IT service delivery.
■ Responsible for managing/overseeing clear ownership of all Helpdesk requests.
■ Lead by example by taking on and resolving high volumes of calls within SLA.
■ Responsible for ensuring 1st and 2nd line support SLA targets are achieved.
■ Provide support service reporting and SLA statistics as KPIs for IT Manager.
■ Monitor and measure trends or incident levels in support requests to proactively improve IT service delivery.
■ Provide assistance as required on 3rd line (technical and infrastructure) IT support issues.
■ Manage support team resource/rota to ensure sufficient availability at all times, as well as for project specific and out of hours requirements.
■ Lead and motivate support team in working efficiently and effectively.
■ Promote Group and Regional IT best practice and standards in support functions.
■ Ensure that Health & Safety is embedded into the support team working practice in line with company policies.
■ Lead support team meetings and contribute to IT team, management and project meetings.
■ Ensure internal QMS compliance across the support team.
■ Conduct Performance reviews for support team members.
■ Carry out regular visits to all ME offices, to oversee support, including Qatar, Oman, KSA and further as the business grows.
■ Oversee service delivery to project site offices and identify areas for improved ways of working for site based colleagues.
■ Stay updated with relevant industry technical developments.
■ Project manage service delivery projects, and play solution lead role on infrastructure or systems IT projects.
■ Ownership of incident and problem management, ensuring appropriate escalation.
■ Control and maintain IT asset management.
■ Review and maintain IT procedures and processes to be standardized, documented and repeatable.
■ Work closely with IT manager in building and maintaining continual service review Programme.
■ Be the IT Intranet champion, ensuring information is kept up-to-date, relevant and easy to navigate.
■ Build and maintain internal IT support Knowledge Base.
■ Contribute to the delivery of the business unit strategy. Including supporting the companies approach to sustainability.
■ Degree educated within an IT related field
■ At least 5 years’ experience in IT service delivery, of which at least 2 years in a senior support or team lead role.
■ ITIL certified highly desirable or significant understanding and working experience within an ITIL framework.
■ Excellent written and spoken English.
■ Ability to close high volume of IT support calls within SLA.
■ Excellent customer service skills. Must be passionate and self-driven on achieving SLA targets and end user satisfaction.
■ Strong interpersonal and communication skills to proactively endorse correct use of IT to all members of the business.
■ Excellent planning and organizational skills with a keen eye for attention to detail.
■ Strong reporting, documentation and presentation skills.
■ Project management experience highly desirable.
■ Strong technical IT skill set.
■ Sound experience in support and use of Active Directory, Windows 7, Windows Servers, MS Office, MS Lync, AutoCAD, SharePoint.
■ Basic network support experience (Cisco switches, TCP/IP).
■ Experience in EMC SAN and VMware is highly desirable, but not essential.
■ Clean driving license.
■ Ability to work in close knit team environment.
■ Team leadership qualities are essential.
■ Work effectively within local, regional and global structure of IT.
■ Must be willing to travel to all WSP ME regions.