IT Field Technical Support Head (UAE National) رئيس قسم الدعم التقني الميداني

The Department of Community Development is hiring for the role of IT Field Technical Support Head (UAE National) رئيس قسم الدعم التقني الميداني.

Objective of the role:

Enhancing the provision of comprehensive technical support and solving technical problems to ensure the continuity of the efficient operation of digital systems and services, by managing the day-to-day operations of technical support, maintaining and improving technical systems, and coordinating with the concerned authorities to ensure the provision of high-quality technical services to the Department and the relevant social sector entities.

Responsibilities

• Lead the day-to-day operations of technical support and troubleshoot technical and digital problems, including computers, mobile devices, operating system, applications, and IT solutions for the first and second levels of the Department and the relevant social sector entities.
• Lead the daily operational activities of new channels, digital platforms, and applications, monitor progress and ensure their availability in coordination with the concerned authorities and submit relevant reports.
• Ensure coordination with the Digital Transformation Unit for the maintenance of digital infrastructure, cloud, and network services.
• Ensure that users are supported with IT issues with a focus on security and access.
• Review the measurement of customer satisfaction with technical support services and make relevant recommendations to improve the quality of the relevant services.
• Monitor the maintenance and improvement of internal technical systems such as email, telephone, and communication channels for the Department and the relevant social sector entities.
• Review network monitoring tool analysis and troubleshoot technical issues.
• Follow up on the technical risks of the Department and the relevant social sector entities, and develop the necessary measures and solutions to ensure business continuity in coordination with the concerned organizational units.

Qualifications:

• Minimum 7 years of experience of which 2 years in supervising an IT Technical support team.
• Bachelor's degree in computer engineering or information technology (Masters preferred).
• Professional certificates related to IT Technical support excellence.

Required Skills

• Technical support management.
• IT service management.
• IT service excellence.
• Experience with digital transformation initiatives.
• Knowledge of cloud services and infrastructure.