Head of End User Support Section

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

• Follows the budget process and ensure that the availability of the required budget for new initiatives and operational sustenance.
• Evaluates, acquires, and implements end-user technologies to improve operational efficiency.
• Supervises the service desk team to ensure timely logging, response, and resolution of incidents and service requests as per the service catalog.
• Performs IT service desk support tasks and activities for software/hardware users in the Authority.
• Oversees the installation, configuration, and maintenance of end-user devices and applications.
• Conducts regular analyses of current services to identify opportunities for improved agility and efficiency.

Strategic Responsibilities

• Develops end-user support strategies aligned with GPSSA’s organizational goals.
• Analyzes support performance metrics to identify trends for continuous improvement.
• Collaborates with other departments to align IT services with organizational needs and priorities.

Process Implementation and Monitoring

• Implements ITIL-based processes for consistent and efficient service management.
• Maintains documentation for support processes to enable knowledge sharing and continuity.
• Ensure compliance with organizational and regulatory standards.

Vendor and Internal Collaboration

• Negotiates with vendors for end-user products and services.
• Monitors vendor performance and ensures compliance with SLAs.
• Facilitates collaboration across GPSSA teams and manages escalations according to agreed procedures.
• Ensure appropriate notifications are sent to the stakeholders, as per ITSM standards.

Service Quality and Enhancement

• Monitors SLA compliance to ensure timely and quality support delivery.
• Addresses end-user needs and feedback to improve satisfaction and service experience.
• Collaborate with other IT teams to address recurring issues and improve system performance.
• Ensure that the organizations governance mechanisms are adhered to, including participating in audit process and to closure of audit points.

Reporting and Analytics

• Track and report on key performance indicators (KPIs) related to support operations.
• Generate and present periodic reports and insights to the senior leadership.

People Management Responsibilities

• Defines goals and key performance indicators for each member of the team and ensures effective implementation of the performance management process.
• 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

Education and Experience:

• Bachelor's degree in Computer Science Engineering, Information Technology, or a related field.
• Minimum 10+ years of experience in IT support or operations.
• This role is for UAE nationals only.