رئيس قسم المساندة والعمليات - Head of Support & Operations

• Manage the Help desk operations to ensure that all end-users are receiving the appropriate assistance.
• Manage the system operations and ensure to apply approved policies.

•  Manage the network operations in order to deliver the best service to college users and apply the required standards.

• Ensure maximizing the security of all equipped assets and comply with NCA, ISO 27001 standards.

•  Document resolutions, identify problem areas, devise and deliver solutions to enhance quality of service and to prevent future problems.

•  Perform duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of staff care and services.

• Maintain and ensures proper running conditions of computers and operation systems and schedules for routine Planned Preventive Maintenance (PPM) of computer-related equipment.

• Maintain work ethics by preserving the confidentiality and sensitive information encountered in the course of professional activities and personal integrity.

• Actively participate in all quality and performance improvement activities within the department/service and within the College as per the Quality Improvement and Safety Programs.

• Responsible for assuring users are provided efficient and timely first level support on a timely basis.

• Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end-user issues.

• Log, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through Track-It Modules of the department.

• Perform staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required.

• Assist in development of reporting to end-users.

Education/Licensure:

Essential: Bachelor’s Degree in Computer Science, Computer Engineering, Cyber Security, or related fields.

Desirable: Master’s in Degree in Computer Science, Computer Engineering, Cyber Security, or related fields.

Professional Experience:

Essential: Minimum of five (5) years’ experience in a large, complex organization, including a minimum of two (2) years in a relatively senior management position post qualification.

• Management knowledge of the capabilities, limitations and utilization of both main-frame and microcomputers.

• Fluency in Arabic and English both written and spoken. 

•  Effective inter-personal and communication skills.

• Good organizational and administrative skills.

• Self-motivated with awareness of current trends in the field.

• Ability to work effectively within a multi-cultural environment