IT Operations & Support Team Lead

Job Purpose

As an IT Operations and Support Team Lead you will drive IT operational team to provide effective and timely day-to-day support to Emirates Group and External Clients. The role ensures a positive customer service experience and actively supports and complies with all corporate policies and procedures ensuring that the support & operational activities are completed in agreed Service Level Agreements and with acceptable quality.

In this role, your responsibilities will include but not limited to:

• Provide functional, technical and process guidance to IT support team, overseeing staff activities and is accountable for planning and scheduling resource shifts, leave as well as time and attendance.
• Develop daily, weekly and monthly reports on the support team?s performance
• Prioritize, schedule, and assign operational tasks ensuring effective resource capacity management.
• Assess the nature of problems and resolves support issues. Ensures customer service is timely and accurate.
• Drive service excellence and leads by example ensuring continuous seamless customer service for every interaction.
• Provide customer support by actively responding to queries and handling complaints. Pro-actively suggests and/or implements customer service improvements
• Follow up with customers to identify areas of improvement and provides feedback to the appropriate team
• Install and test new desktop components, new applications, operating systems, and upgrades to ensure compatibility with overall networking operations in conjunction with specialist technology teams
• Troubleshoot, research, and resolve problems related to operating systems, software, hardware and applications in a timely and accurate manner
  
  

Qualifications & Experience

To be successful in this role, you will possess the following:

• Information Technology: 5+ Years
• Degree or Honours (12+3 or equivalent)
• Experience in Information Technology, specialist technical experience within an IT operational based environment
• Must have extensive proven experience in systems, operations and environments of a similar size and complexity
• Experience of working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources
• Technical & Professional Certifications (MCSE, MCP, ITIL foundation etc.) will be an added advantage.
• Experience of delivering a high level of customer service
• Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques
• Be driven, self motivated and the ability to work under own initiative
  
  

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. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careersJoin us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.Join our growing team and enjoy a competitive remuneration package, discounts on flights and hotel stays. Find out more about working with us in our website www.emirates.com/careers