Qureos Mentor

General Pension and Social Security Authority (GPSSA)

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 Job Purpose:
 
 
 
 This role is responsible for managing the efficient delivery of IT services to end-users. This role involves managing the service desk operations, implementing ITIL-based processes, and developing strategies to enhance user satisfaction and operational efficiency. This role will lead a team of support professionals, collaborate with internal teams and vendors, and drive continuous improvements in service delivery.
 
 
 
 Main Duties and Responsibilities:
 
 
 
 
 Core Responsibilities
 
 
 
 
 
 End-User Support Management
 
 
 
 <ul>
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 Follows the budget process and ensure that the availability of the required budget for new initiatives and operational sustenance.
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 Evaluates, acquires, and implements end-user technologies to improve operational efficiency.
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 Supervises the service desk team to ensure timely logging, response, and resolution of incidents and service requests as per the service catalog.
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 Performs IT service desk support tasks and activities for software/hardware users in the Authority.
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 Oversees the installation, configuration, and maintenance of end-user devices and applications.
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 Conducts regular analyses of current services to identify opportunities for improved agility and efficiency.
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 </ul>
 
 
 
 Strategic Responsibilities
 
 
 
 <ul>
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 Develops end-user support strategies aligned with GPSSA&rsquo;s organizational goals.
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 Analyzes support performance metrics to identify trends for continuous improvement.
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 Collaborates with other departments to align IT services with organizational needs and priorities.
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 </ul>
 
 
 
 Process Implementation and Monitoring
 
 
 
 <ul>
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 Implements ITIL-based processes for consistent and efficient service management.
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 Maintains documentation for support processes to enable knowledge sharing and continuity.
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 Ensure compliance with organizational and regulatory standards.
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 </ul>
 
 
 
 Vendor and Internal Collaboration
 
 
 
 <ul>
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 Negotiates with vendors for end-user products and services.
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 Monitors vendor performance and ensures compliance with SLAs.
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 Facilitates collaboration across GPSSA teams and manages escalations according to agreed procedures.
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 Ensure appropriate notifications are sent to the stakeholders, as per ITSM standards.
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 </ul>
 
 
 
 Service Quality and Enhancement
 
 
 
 <ul>
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 Monitors SLA compliance to ensure timely and quality support delivery.
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 Addresses end-user needs and feedback to improve satisfaction and service experience.
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 Collaborate with other IT teams to address recurring issues and improve system performance.
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 Ensure that the organizations governance mechanisms are adhered to, including participating in audit process and to closure of audit points.
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 </ul>
 
 
 
 Reporting and Analytics
 
 
 
 <ul>
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 Track and report on key performance indicators (KPIs) related to support operations.
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 Generate and present periodic reports and insights to the senior leadership.
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 </ul>
 
 
 
 People Management Responsibilities
 
 
 
 <ul>
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 Defines goals and key performance indicators for each member of the team and ensures effective implementation of the performance management process.
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 Manages the team members by evaluating their performance, providing feedback on an on-going basis, identifying development needs and coaching them to ensure capability development
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 </ul>
 
 
 Education and Experience:
 
 
 <ul>
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 Bachelor's degree in Computer Science Engineering, Information Technology, or a related field.
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 Minimum 10+ years of experience in IT support or operations.
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 This role is for UAE nationals only.
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 </ul>
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Head of End User Support Section

Join General Pension and Social Security Authority (GPSSA) and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

General Pension and Social Security Authority (GPSSA)

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Head of End User Support Section