• Emirates Careers | Customer Support Manager

    Emirates Careers | Customer Support Manager

    Location: Dubai - United Arab Emirates

    Job Description

    Plan, develop, and manage the activities of assigned support teams to ensure the onsite deployment and support of end user peripherals and the onsite support of all services in the assigned customer area, ensuring a high level of customer service is delivered and agreed service levels are met, by consistently following the incident and service request management processes. Managing a team of 150+ technical engineers across the UAE to a high standard of support and delivery.

    Duties and Responsibilities

    Your main responsibilities in this role include the following:

    • Accountable for customers’ satisfaction of all services within their area of responsibility that are deployed directly to their customer (including support, deployment, moves and relocations).

    • Provide recommendations that will ensure a customer focused and cost effective service for the specified customer area. Ensure that support and deployment costs for the assigned customer area are maintained under approved budget and constant improvements are made.

    • Plan manpower requirements and allocate resources accordingly, ensuring that knowledge, experience and communication skills of these resources appropriately fit the assigned customer area. The assignment must take into account that specific customer expectations (e.g. VIP Services) are managed well during direct, personal interactions.

    • Provide support to various sections in Emirates IT such as the problem management and technical teams to discuss and resolve incidents and problems related to support of deployed hardware in the field, application usage and response time monitoring.

    • Provide feedback and input to the technical, service request and software teams regarding efficiency measures that affect customers in the assigned business areas to reduce cost of operation in terms of manpower and hardware resources and improve the service to the customer.

    • Ensure proactive maintenance is performed on peripheral devices on a recurring schedule to eliminate possible incidents and minimize possible impacts on customers. Review and oversee the maintenance of service, support and documentation standards and procedures on an ongoing basis.

    • Manage provision of services and support as per the agreed SLA for incident management and service requests, and provide input on service level objectives reports.

    • Provide support services to the business users in line with the overall strategy for the Business area, as directed. Liaise with Business Technology managers for delivering services and provide input for strategic planning.

    • Identify and implement a set of minimum standards essential to ensure high customer satisfaction for customer facing roles, in line with the Customer Service Orientation framework.

    • Plan, develop and monitor staff performance. Implement new strategies to enhance and maintain their motivation levels to ensure provision of customer focused and competitive services to the Emirates Group.

    Job Requirements

    • 8 years of specialist technical experience, ideally within an IT Service and Support Management and customer facing environment

    • A minimum of 5 years managing a large Desktop Support environment at Level 2

    • A minimum of 5 years managing large technical and/or Engineer Teams

    • Consideration will be given to those not holding a degree level qualification but that have more than 10 years' experience, including a strong background of managing large desktops environments at level 2(7 years +) and experience of managing large technical and/or Engineer teams (7+ years)

    • Knowledge of Microsoft, Windows technologies

    • Knowledge of managing customer facing end-users

    • Management and operations

    • User Support

    • Infrastructure and Operations (end-user devices)

    • Incident Management

    • System installations and decommissioning

    • Service Level Management

    Job Details

    Company/Organization: Emirates

    Employment Type: Full-time

    Job Location: Dubai, United Arab Emirates