Job Description

Date Posted: 2010-07-14 Ref. JB1538582

User Support Manager

The User Support Manager role is responsible for leading and managing several teams including:
-User Support team leaders and Field Support Engineers
-Desktop and Mobility team
-IT Store
-Printers Engineers
-Premier Support team

The User Support Manager focuses on service quality, process improvement, automation, qualitative support and quantitative analysis. Another key role of this function is to ensure that business concerns are identified and prioritized in order to put in place the appropriate action to solve problems and provide a safe IT environment to users.

The User Support Manager is also responsible for:
-Day to day production support across the UAE.
-Premier IT Support for all Executive Manager
-Blackberry provisioning and support in UAE
-Meet the business to discuss and resolve day to day IT Operational issues
-Identify and manage Service Improvement Plans
-Project Roll out and post implementation support
-Ensure local adherence to UAE standards and procedures.
-Escalation point of contact for the local business.

And play also an active role on the following areas:-
-Incident Management
-Asset Management
-Third party management
-Change management
-Security & Data management
-Risk management
-Business Continuity Plan
-Performance management

Impact on the Business
•Meet heads of Operation for all departments in order to identify their IT concerns/issues. Action plan, prioritisation, implementation, follow-up and business communication will be done.
•Resolve problems and incidents of varying complexity to enable the operation to continue to run and deliver service effectively by eradicating reoccurrences with the minimum disruption to the business;
•For new solutions ensure achievable migration plans are created taking due consideration of existing service requirements;
•Control concurrent projects and resources that vary in scale and complexity to meet changing objectives;
•Identify and implement Service Improvement Plan

Customers / Stakeholders
•Identify and manage all IT Operational issues from the Top Management
•Analyze the current business complaints and requirements, recommending/implementing solutions to improve the level of support extended
• Assure timely response to end-user inquiries regarding supported systems and software by optimizing Help Desk processes and using a technically-trained staff of service-oriented individuals who can execute the process to solve problems;
•Stay abreast of technology trends and advise IT and the business about potential benefits/impacts;

Leadership & Teamwork
•Directly supervise number of resources (internal & external), including a number of rotational day shifts, to provide high availability and service quality to meet Service Level Agreements; Ensure that teams have focus on the customers experience and think regionally.
•Manage the training, development and performance of all staff in the user support to ensure that they have suitable skills to undertake their roles effectively and develop their careers;
•Manage the relationship of third party suppliers contracted to carry out work on behalf of the department.
•Guide staff development, assessment, training, motivation, discipline, welfare, recruitment and retention to assist line team leaders in promoting the highest professional standards within the technical environment;
•Have the appropriate management skill to ensure a good team spirit with other IT departments in the region.

Operational Effectiveness & Control
•Identify the impact of new IT functions and projects to the User Support environment, ensuring relevant measures are implemented and supported in an efficient and timely manner;
•Manage, monitor and review relationship with internal and external service providers/suppliers and ensure that high levels of service are received and maintained

Skills

Key Challenges
• Ability to prioritize work to successfully deliver service to agreed levels in a diverse and constantly changing technical environment and bearing in mind the volume of request;
• Capability to communicate intelligently and effectively with contractors performing installation, maintenance or upgrade work on systems and software due to the variety of cultures;
• Make strategic decisions on process reengineering and migration to offshore HSBC locations; take decisions on vendors providing support activities for IT.
• Have appropriate authority to assign resources on a particular problem in order to reduce the business outage.
• Understand the nature of business units in order to be able to provide better service.

Experience & Qualifications
• At least 5 years experience in an IT leadership role;
• At least 3 years experience in an IT Operations or Data Centre environment with in-depth specialisation in help management, change, problem or release procedures;
• Good knowledge of risk management, configuration management, and disaster recovery;
• A good understanding of electrical and mechanical systems in use in a data centre environment;
• Proven technical expertise in an IT role.
• Demonstrated ability to rapidly build relationships with key stakeholders;
• Proven ability to manage medium sized teams and delegate authority;
• Successful project management and staff management;
• A wide knowledge of IT hardware, software, operations and networks.