IT SUPPORT MANAGER
DBB Contracting LLC
Date: 2 weeks ago
City: Dubai
Contract type: Full time
Job Description
INFORMATION TECHNOLOGY
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- Manage and supervise Support leads handling day-to-day user issues.
- Act as point of escalation for end-user support beyond Service Desk resolution.
- Coordinate with Service Desk Manager for incident tracking, SLAs, and ticket closure.
- Work closely with Infrastructure Manager for escalated hardware, network, or server issues.
- Collaborate with Application Manager for escalated ERP, Oracle, or business application issues.
- Ensure timely resolution of incidents, service requests, and user onboarding activities.
- Monitor ticket queues, assign tasks, and enforce SLA compliance.
- Maintain knowledge base and ensure Level 1 engineers follow standard procedures.
- Conduct regular user feedback surveys to improve IT support quality.
- Train and mentor Level 1 engineers to handle common incidents independently.
- Provide reports on support metrics (ticket volume, resolution time, user satisfaction) to Head of IT.
- Assist in planning resource allocation for peak business periods (month-end, project go-lives).
- Manage and supervise Support leads handling day-to-day user issues.
- Act as point of escalation for end-user support beyond Service Desk resolution.
- Coordinate with Service Desk Manager for incident tracking, SLAs, and ticket closure.
- Work closely with Infrastructure Manager for escalated hardware, network, or server issues.
- Collaborate with Application Manager for escalated ERP, Oracle, or business application issues.
- Ensure timely resolution of incidents, service requests, and user onboarding activities.
- Monitor ticket queues, assign tasks, and enforce SLA compliance.
- Maintain knowledge base and ensure Level 1 engineers follow standard procedures.
- Conduct regular user feedback surveys to improve IT support quality.
- Train and mentor Level 1 engineers to handle common incidents independently.
- Provide reports on support metrics (ticket volume, resolution time, user satisfaction) to Head of IT.
- Assist in planning resource allocation for peak business periods (month-end, project go-lives).
INFORMATION TECHNOLOGY
Apply Now
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