IT Operations & Support Team Lead

Job Purpose As an IT Operations and Support Team Lead you will drive IT operational team to provide effective and timely day-to-day support to Emirates Group and External Clients. The role ensures a positive customer service experience and actively supports and complies with all corporate policies and procedures ensuring that the support & operational activities are completed in agreed Service Level Agreements and with acceptable quality. In this role, your responsibilities will include but not limited to:

• Provide functional, technical and process guidance to IT support team, overseeing staff activities and is accountable for planning and scheduling resource shifts, leave as well as time and attendance.
• Develop daily, weekly and monthly reports on the support teams performance
• Prioritize, schedule, and assign operational tasks ensuring effective resource capacity management.
• Assess the nature of problems and resolves support issues. Ensures customer service is timely and accurate.
• Drive service excellence and leads by example ensuring continuous seamless customer service for every interaction.
• Provide customer support by actively responding to queries and handling complaints. Pro-actively suggests and/or implements customer service improvements
• Follow up with customers to identify areas of improvement and provides feedback to the appropriate team
• Install and test new desktop components, new applications, operating systems, and upgrades to ensure compatibility with overall networking operations in conjunction with specialist technology teams
• Troubleshoot, research, and resolve problems related to operating systems, software, hardware and applications in a timely and accurate manner