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Company Description
CNS is a technology company that powers the future by providing digital solutions essential to support all enterprise and human development. While growing and managing a robust pool of supplier-partners for the benefit of our clients has always been a priority, we are constantly re-inventing ourselves.
Founded in 1987 with more than 30 years of experience, CNS employs over 320 employees including more than 250 certified engineers. We offer in-depth expertise and a range of best-in-class products that support the digital transformation of all major industries. With offices in three countries, we have an extensive reach into, and regional knowledge of the Middle East markets.
A shift into levering our many years of experience to develop pioneering software in-house will add yet another dimension to our highly innovative solutions-portfolio.
Job Description
Leads the team by assigning, prioritizing, monitoring, tracking, and coordinating the Customers’ needs to ensure service level agreements are achieved in time. Acts as a Single Point Of Contact (SPOC) for Vendors as well as accountable for managing Customers’ expectations to ensure all Customer needs are handled and resolved with highest quality standards
People Management
Ensure that appropriate staffing levels are maintained to support attainment of service level objectives
Supervises Service Desk by identifying and defining schedules, setting priorities, providing direction to ensure service level agreements are maintained
Ensure that the Service Desk and client processes, policies and procedures are consistently communicated to and followed by the team members
Monitor and manage performance of the teams as a whole to ensure quality is monitored at all times.
Operations Management
Monitor SLA levels and review team’s contribution to ensure all requests are actioned or referred appropriately within agreed timescales.
Proactively identify and communicate operational and performance issues and propose solutions to Management
Work with the teams to ensure all issues are addressed, documented and completed
Manage day-to-day operations and follow-up with suppliers/subcontractors to ensure the completion of services and customer satisfaction.
Provide regular reports and updates on Service to the Line Manager
Incident and Problem Management
• Ensure that the Incident and Problem Management processes are followed and all required documentation is regularly updated.
• Ensure that Preventative maintenance cases are logged, tracked and monitored
• Ensure clients are provided efficient and timely first and second level support
Client Services Management
• Manage escalations and ensure correct assignment of resources and full problem resolution
• Acts as initial point of contact to accommodate call volume, crisis situations and any business impacting opportunities that detract from team’s effectiveness
Qualifications
Bachelor’s Degree.
Minimum 6 years’ experience as Senior/Team Lead role in IT or Telecommunication field.
Manage the team and provide mentoring, coaching & direction setting to team members.
Regularly makes decisions and takes independent actions on matters directly affecting the quality of service provided.
Certification in ITIL V3
Demonstrated knowledge of IT Service Management systems.
Excellent knowledge of the Microsoft application suite and end user machines
Additional Information
Competitive salary and benefits package.
Opportunities for professional growth and development.
Collaborative and innovative work environment.
Access to cutting-edge technologies.
DETAILS TO REGISTER FOR THIS JOB:
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