Support Manager

Responsibilities

• Maintain high performing service support functions including IT Service Desk, Application Support, and VIP Support
• Owner of the Incident, Request, Change, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting, and establishing service improvement activities when required
• As the owner of the escalation process, the Support Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders, and post-incident review
• Monitor, control, and support service delivery; ensuring systems, methodologies, and procedures are in place and followed
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
• Define and implement standards/procedures for ensuring the optimal customer experience
• Liaise with the production and departments to ensure delivery of high-quality products and services
• Establish communication mediums through which customers can readily contact a company and vice versa
• Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service
• Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills
• Own and lead all the phases of a customer onboarding on the ITSM platform (JIRA)
• Design ISTM JIRA onboarding project plan with the internal transition team and Customer
• Establish and ensure that appropriate Client Onboarding processes on the JIRA ITSM tool are used/followed (such as reporting, quality, escalating, communications, etc.)

Qualifications and Experience

• Undergraduate Degree (Preferred fields include Business, Computer Science, IT/ IS, or Engineering (or equivalent combination education or experience))
• At least 5 year’s experience in a Support Manager role in the software industry, ideally for content services, BPMS, and digital transformation company or a similar role
• 5+ years managing IT/Transition implementation projects
• ITSM Admin & Config experience 3 Year minimum (preferred JIRA)
• Are enthusiastic, hard-working person who will put customers’ first, will understand and empathize with their needs
• Demonstrated hands-on IT Service Management experience across several disciplines will be expected.
• Good organization and prioritization skills
• A passion for driving successful customer outcomes in a strategic fashion
• An ability and drive to work independently and as a team contributor
• Excellent communication skills able to get message understood and understand the intent from a wide range of stakeholders (from C-level to users potentially)
• Good IT skills, the experience of customer success software and hardware
• ITIL certification, previous project management experience is nice to have
• Ability to analyze and resolve problems
• Focus on customers
• Influence management in defining customer needs
• Experience in ITSM Change Management and Release processes and governance.
• Experience in working in a complex environment with multiple partners through the change & release processes.
• Experience working in large scale project environments with multiple project releases.
• Language skills (English and Arabic).
• Work independently, show responsibility, and convince in negotiations
• Ability to carry out tasks independently in non-standardized (ever-changing) work situations
• Competence to exchange complex information with diplomatic tact and to cooperate with a diverse internal and external audience

Additional Information 

• Experience: 5 years
• Reports To: Operations Manager
• Effective Date: ASAP