Lead, Support

Digital Business Solutions

SITUATION IN ORGANIZATION

N+1: Head of Infrastructure & Support

N+2: VP Digital Business Solutions

ACCOUNTABILITIES

The Lead, Support is responsible for:

Assessing the technical needs of staff or clients
Establishing and maintaining strong relationships across teams and with staff/clients
Measure service satisfaction levels
Managing and upholding the troubleshooting escalation process
Asset management and hardware and software
Assisting with IT equipment sourcing and budgeting
Occasionally working with third parties to rectify issues
Identifying gaps in the support process and amending it accordingly

ACTIVITIES

MANAGEMENT

1) Onshore and offshore end user support services.

2) AV & Collaborative Work Environment projects, operations and support.

Responsible for the tactical direction of DBS support, ensuring that it aligns with management and meets the
business objectives and goals.
Develop, maintain, and implement procedures and policies pertaining to DBS support and standards related
to end user environment.
Supervise outsourced and managed services and find opportunities for maturity improvements.
Partner closely with other IT leaders to optimize service design, delivery, and support.

OPERATIONS

Evaluate, assess, and drive the effectiveness and efficiency of the support team:

Monitor and optimize service levels (SLA) and performance (KPIs)
Improve IT Service Management (ITIL) processes
Increase customer satisfaction
Improve financial performance (i.e. cost control)
Ensures proper documentation, notification, escalation, tracking, and follow up of all incidents.

MANAGED SERVICES

Coordinate, manage and monitor the vendor operating the ServiceDesk and workplace support:

Control escalations, monitor user complaints
Drive the provider to improve the support service level and customer satisfaction
Ensure that the service provider assigns quality staff; Set expectations and standards on local

expertise needed to run the support.

Drive the provider to evolve the ServiceDesk (ITSM) tool in accordance to the company

requirements.

Set service level agreements (SLAs) for service provider (i.e. support service or managed print service) with respect to applicable terms & conditions.

Ensure that documentation (SOPs) related to hardware and software are kept up to date and accessible including tagging, registering in order to monitor status for future changes.

ASSET MANAGEMENT & PURCHASES

Purchases hardware equipment as required through trusted vendors in line with agreed specifications.
Manage, track (tagging), and maintain all workplace hardware
Manage the roadmap of end user hardware.
Practice cost-optimization in handling the life cycle of equipment

SAFETY

Comply with safety standards in terms of DBS related fit out in buildings, meeting rooms and offices
Monitor and influence safety standards with vendors that carry out workplace related work

CONTEXT AND ENVIRONMENT

Doha (Qatar) office

Standard office hours, 5 days a week

QUALIFICATIONS & EXPERIENCE REQUIRED

Bachelor’s or similar technical degree in a technology related field.
More than 10 years of Information Technology experience
More than 5 years of management and leadership experience
Strong DBS Service Management skills (ITIL certification preferred).
Robust knowledge of workplace hardware and software (including relevant Microsoft certification)
Process Improvement Methodologies (preferred)
Experience in a multicultural environment (preferred)
Proven experience of working within a busy and complex infrastructure environment.
Strong leadership skills include coaching, problem-solving, and independent decision-making.
Strong communication and presentation skills.
Strong proficiency in English both spoken and written