IT Service Desk Manager at Abu Dhabi Islamic Bank
JOB PURPOSE:
-This position requires coordinating the daily work of the Service Desk Agents, and provides technical and business leadership, guidance and support to the team.
-This position requires coordinating the daily work of the Service Desk Agents, and provides technical and business leadership, guidance and support to the team.
Requirements:
-5 + years’ of experience in bank with specific emphasis on the IT department’s functions, services and infrastructure.
-5 + years’ of experience in bank with specific emphasis on the IT department’s functions, services and infrastructure.
Job specific Skills:
-Decision making abilities
-Issue resolution abilities
-Ability to prioritize and execute tasks in a high pressure environment.
-Ability to work On-call 24 hours/day, 7 days/week
-Problem analysis and problem-solving
-Excellent Communication Skills - verbal and written
-Ability to understand and work in a complex technical processing environment through use of sophisticated and leading edge tools
-Decision making abilities
-Issue resolution abilities
-Ability to prioritize and execute tasks in a high pressure environment.
-Ability to work On-call 24 hours/day, 7 days/week
-Problem analysis and problem-solving
-Excellent Communication Skills - verbal and written
-Ability to understand and work in a complex technical processing environment through use of sophisticated and leading edge tools
Generic Skills:
-Results driven
-Strong analytical skills
-Ability to meet deadlines and targets
-Clear communication in English, both verbal and written
-Superior customer service skills
-Strong interpersonal skills
-Ability to lead different teams
-Continuous improvement mentality
-Adaptable to change
-Results driven
-Strong analytical skills
-Ability to meet deadlines and targets
-Clear communication in English, both verbal and written
-Superior customer service skills
-Strong interpersonal skills
-Ability to lead different teams
-Continuous improvement mentality
-Adaptable to change
Job Description :
Proactively identify process improvement opportunities and support continuous improvement initiatives under direction of head of support services.
Ensure Service Desk team technical readiness by developing and managing their training & self-development plans
Ensure smooth transition of new system to the production environment and Service Desk team readiness to provide 1st line support
Monitor progress and achievement through performance metric reports and take corrective actions as appropriate and in a timely manner
Meeting with clients, partners and suppliers; to satisfy IT customer needs and achieve IT department’s goals
Manage the entire IT service disk process.
Ensure that all reporting requirements by the team are fully met and presented accurately and in a timely manner
Identify the Skills and Knowledge gap in team and develop the Training Plan for the all the teams reporting to you based on job needs in cooperation with the Performance Improvement team
Conduct formal goal setting sessions for all reporting staff and follow up to ensure compliance
Measure and review employees’ performance with respect to their goals
Presenting to management team each month on headline stats and analysis
with recommendations for changes
Plan, manage and control the shift numbers to cover peak hours, training, leave, sickness, project demands, and attachments in order to guarantee smooth operations.
Monitor and Manage accuracy and timeliness of resource time reporting
Proactively identify process improvement opportunities and support continuous improvement initiatives under direction of head of support services.
Ensure Service Desk team technical readiness by developing and managing their training & self-development plans
Ensure smooth transition of new system to the production environment and Service Desk team readiness to provide 1st line support
Monitor progress and achievement through performance metric reports and take corrective actions as appropriate and in a timely manner
Meeting with clients, partners and suppliers; to satisfy IT customer needs and achieve IT department’s goals
Manage the entire IT service disk process.
Ensure that all reporting requirements by the team are fully met and presented accurately and in a timely manner
Identify the Skills and Knowledge gap in team and develop the Training Plan for the all the teams reporting to you based on job needs in cooperation with the Performance Improvement team
Conduct formal goal setting sessions for all reporting staff and follow up to ensure compliance
Measure and review employees’ performance with respect to their goals
Presenting to management team each month on headline stats and analysis
with recommendations for changes
Plan, manage and control the shift numbers to cover peak hours, training, leave, sickness, project demands, and attachments in order to guarantee smooth operations.
Monitor and Manage accuracy and timeliness of resource time reporting
Perform daily managerial activities:
Generate a monthly escalation report and send it to the top management and Reports to the IT customers and provide recommendations to enhance performance
Ensure that customer surveys are conducted as planned and that results are studied for enhancement purposes
Monitor the implementation of the IT Customers’ Escalation process as per; to ensure timely and acceptable resolution
Manage the post - escalation reviews; and develop recommendations on escalation prevention strategies for the top management
Reporting customer satisfaction concerns to banking operations to all IT top management ,Highlighting the critical issues with vendors against the agreed SLAs.
Review the analytical monthly and quarterly statistics and take actions to resolve any issues that arise (These Statistics highlight the operational performance against the agreed OLA and SLA).
To monitor operations process trends and brings out issues and risks that may arise as a result of the process overflows.
Ensure smooth transition of new system to the production environment and Service Desk team readiness to provide 1st line support and Desktop Support team readiness to provide 2nd line of support for the users by detecting, diagnosing and restoring the normal service as quickly as possible, in order to minimize disruption to business applications.
Generate a monthly escalation report and send it to the top management and Reports to the IT customers and provide recommendations to enhance performance
Ensure that customer surveys are conducted as planned and that results are studied for enhancement purposes
Monitor the implementation of the IT Customers’ Escalation process as per; to ensure timely and acceptable resolution
Manage the post - escalation reviews; and develop recommendations on escalation prevention strategies for the top management
Reporting customer satisfaction concerns to banking operations to all IT top management ,Highlighting the critical issues with vendors against the agreed SLAs.
Review the analytical monthly and quarterly statistics and take actions to resolve any issues that arise (These Statistics highlight the operational performance against the agreed OLA and SLA).
To monitor operations process trends and brings out issues and risks that may arise as a result of the process overflows.
Ensure smooth transition of new system to the production environment and Service Desk team readiness to provide 1st line support and Desktop Support team readiness to provide 2nd line of support for the users by detecting, diagnosing and restoring the normal service as quickly as possible, in order to minimize disruption to business applications.
Kindly send your CV to rasha.a.elkhodary@adib.ae and mention the job title in the subject line
