About your role
In this role, you will manage the Support Services team that provides L1 and L2 support to internal users across QR Group. With the strategic vision for the team, you will set the long-term direction of the team and will also balance and plan the short-term actions. You will be responsible for identifying and pursuing service improvement initiatives, managing complaints, suggestions, and compliments. With outstanding customer service orientation and a deep understanding of process discipline should work diligently to help the teams in IT to improve their service offerings that would result in providing excellent employee experience to our valuable internal users.
Key Responsibilities Include:
- Oversee and act as an escalation contact for IT Service Centre (ITSC) team by managing the daily operations; identify and manage operational risks.
- Uphold the highest standards of accountability, integrity and professionalism for the team; ensure compliance of department and organizational polices. Train, coach and mentor team members including performance and career development. Share success stories and inspire the team to deliver a great experience.
- Continuously review top call drivers and take necessary remedial actions. Proactively recognize trends and provide suggestions to improve process and technology resulting in reduction of recurring tickets, calls and emails.
- Conduct continual service improvement exercise by reviewing IT services, provide recommendations and track improvement opportunities till closure; closely work with system owners and support teams to help drive the enhancements of in-house IT Service Request Portal, one stop portal for all IT service requests and fulfilment.
- Constantly assess the maturity of the organization as a whole and adapt the functioning of the team efficiently. Dive into customer analytics and set clear and actionable goals for the support staff.
- Work with internal teams in IT to find ways to expand the capable scope of Service Support team to reduce dependency on other teams using the tools, processes, and available systems..
- Prepare and regularly update policy, process and SOP documents in addition to monthly management reports. Ensure IT Knowledge Base is well organized and up to date at all times.
- Evaluate and assess strategic solutions that leverage new and emerging technologies that drive process automation and improve team’s effectiveness and efficiencies.
- Efficiently manage process for communicating service disruptions/outages to the organization.
- Assist Manager Service Delivery with capturing Service Desk metrics, KPIs and status reports.
Be part of an extraordinary story
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.
Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before. Together, everything is possible
Qualifications
About You:
You must hold a Bachelor’s Degree/Diploma in Computer Science or equivalent stream with minimum 12 years of relevant experience in IT service delivery with diverse work environment. A strategic and forward thinker with drive to deliver and promote great customer service with proven ability to lead by example. Excellent verbal and written communication and interpersonal skills including the ability to be influential and persuasive with stakeholders.
Solid problem solving, analytics and research capabilities and ability to handle changing priorities, deal with ambiguity and use good judgment in stressful situations.
Strong knowledge and understanding of relevant industry standards and IT security best practices. IT industry certifications such as MCSE & ITIL V4 will be an added advantage. Should have good understanding of Client Side as well as Infrastructure related Technologies.
https://careers.qatarairways.com/global/en/job/176780/TS-Manager-Service-Support
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