Job Description

To efficiently manage Technology Desktop Support Services in order to achieve enhanced customer experience in end point solutions. Responsibility includes managing a team of IT support professionals, supervisors/team leads (Field Engineers) and Enterprise Desktop management.

• Manage the Onsite IT Support Services of Mashreq covering services across all its branches in UAE, including compliance & ownership of corporate desktop policy

• Implement a strategy and mindset of innovation and continuous improvement for the End User experience

• Ensure SLA compliance as per organization standards

• Manage IT relationship with Retail Banking group, Corporate & Investment Banking group, Operations, Treasury & Capital Markets among other business groups within Mashreq

• Single point of contact from Technology for all End User computing related business requirements, support requests and escalations

• Interface between IT Application teams and business units to ensure timely & effective service delivery

• Leads desktop support team, focusing on service delivery and problem solving while delivering high quality customer support.

• To ensure that IT Services comply with contracts, service level agreements & external regulations

• Lead and participate in infrastructure projects for different business units by representing Technology Operations

• Preparation & administration of departmental budget and business plans and metrics

• Perform direct supervisor's responsibilities in his or her absence when required

• Develop and enhance cooperative interdepartmental and vendor relationships and communications

• Maintain current knowledge of industry trends and potential impact on support to business

• Negotiate and participate on behalf of Technology Operations with internal and external stakeholders in the implementation of IT projects

• Implementation and adherence to policies and procedures

• Fosters a team working environment by communicating effectively with others

• Development of the team from a Technical, Management and Soft skills perspective

• 10+ years of IT experience with 5+ years' experience in areas of End user computing & relationship management

• Significant experience in Technical services & Service delivery environment

• Strong vocabulary & communication skills

• Significant people management skills with a track record of leading a team, managing performance and mentoring

• Execution and results-focused: Proven ability to set and meet aggressive goals/timelines.

• Highly motivated team player with a collaborative working style, capable of working with a diverse team

• ITIL v3 certified

• Customer centric focused & service-oriented approach

• Relevant knowledge of the business area & strong problem-solving skills