Position: IT Support & Infrastructure Manager
Job location: Kuwait
To manage the Support Desk related services and procedures. Includes identification and analysis of problems/issues, prioritizing, escalating as necessary and following up to ensure that the reported problem/issue has been resolved satisfactorily.
|Work Performed & Major Duties:
Developing, coordinating, and/or directing the implementation of standardized Service Desk (SD) strategies and processes
Establishing problem tracking and change verification processes that insure a proactive and cost effective modification to IT production environments and monitoring these environments to enforce related policies and procedures
Providing proactive communication with customer community and providing technical advisory services as required
Directing the SD to ensure service levels are adhered to and network management tools are effectively utilized to detect and diagnose problems
Developing the annual and long-range plans which reflect forecasts of service levels, expenditures, and resources for all environments
Maintaining liaison with key customer representatives from all groups at all levels Participating in and contributing to the planning and implementation of strategies which guarantee customer satisfaction, system availability, service levels and support of performance criteria
Planning and scheduling workload, shift hours, vacation, holidays, overtime, etc., and ensuring availability of staff as and when needed
Monitoring processing and scheduling of jobs; prioritizing critical path jobs, overseeing, monitoring and verifying the output of the work unit Ensuring proper acquisition and maintenance of IT assets
Developing and maintaining service level agreements with the various user departments and corporate business units.
o Has a frequent contact with all employees in IT Department, All Department Managers / Directors and Services Providers.
|Minimum Requirements (Education – Experience – Skills):
University Graduate in Computer Science or related field 0 7 Years’ experience in relevant work
IT experience and IT services & support.
Network & Servers Experience