The Unit Head IT Support Services will lead a team of Support specialists and ensure that end users are receiving the appropriate assistance with a high degree of customer satisfaction. The service manager is responsible for providing advanced technology consulting and support to the staff, students and faculty of the UAEU and will manage all Client Assets, Client Capacity Management, and End User Communications as well as support. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. Work involves a considerable amount of creativity, perception and independent action including significant independent judgment. The position will mainly focus to manage these tasks within DoIT & administrative units of UAEU. The individual will have specific duties accordingly and will fulfill and coordinate with DoIT & UAEU administration, external vendors, and act as centrally for ITSS department to facilitate the overall operation.

The Unit Head , IT Support Services will work closely with all IT stakeholders to perform the following tasks using a combination of solid operational practices, strong analytical and problem-solving skills, and teamwork techniques: * Manage the daily operations of IT Support Specialist team by managing and scheduling resources, and providing training and mentoring to the team. * Lead a team responsible for researching and resolving technical problems, responding to requests for technical support, documenting and tracking. * Works as an operational liaison between UITS and all College and Divisional IT support staff on hardware and software issues. * Change/Release/Deployment Management and Project Management to End User Computing Environment. * Ensures that all phases of desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved. Collaborate with other departments to identify and/or procure Service tools for internal staff and external clients. * Oversees maintenance of desktop management toolset and security for desktop systems. * Communicate important information to support technicians such as special procedures and information about hardware and software * Meet regularly with area stakeholders (Managers, Directors, etc.) to determine how to improve upon service delivered by IT. Collaborate with other functional and regional teams to ensure consistent service levels are met * Develop budgets, and manage spending to ensure costs are balanced with established goals * Deliver on defined service level agreements and key performance indicators. * Personally handle client issues and communication where sensitive issues are involved. Train, coach and mentor support specialist and other junior staff. * Manage Purchasing and deployment tasks * Select and implement industry standard tools to leverage productivity and quality in delivery of services. * Manage the process of providing customers with software, hardware support and consultation for College computing labs and to University’s staff and faculty. * Oversea the preparation of Technical Specifications/ evaluation / report before and after the purchase of any computer related items required by the end users. * Oversight and management of a 24x7x365 environment which may require some off shift work. This position will also require on-call response to incidents as necessary. * Manages the delegated administration of Active Directory tasks. * Manages the maintenance of the Unit’s petty cash. * Provides reports regarding customer’s requirements and problems. * Responsible to adhere with all information security policies and procedures of the University. * Other duties as assigned.

* Bachelor degree in IT field is required. * Requires 5+ years of experience in a technical capacity supporting End-user computing Infrastructure. * Requires 3+ years of prior IT supervisory experience with proven experience managing PC support in a call center environment and knowledge of the disciplines that lie behind.

Expert skills in analyzing and monitoring hardware and UNIX/Linux /MAC and MS Windows Server operating-system environments and problem solving aptitude. * Good knowledge of Network infrastructure and programming issues sufficient to administer hardware, OS environments, and software environments for enterprise systems. * Strong technical knowledge in the areas of Microsoft Windows, hardware, Citrix, VPN, remedial software, MAC and Office. * Good knowledge and Experience with disaster recovery systems. * Experience with ITIL Service Delivery standard in an enterprise environment. * Demonstrated experience implementing processes/systems in a growing IT environment. * Ability to work in a fast moving and evolving environment. * Ability to learn rapidly and adapt to a changing technical environment. * Strong communication, people, customer service, problem solving and teamwork skills. * ability to prioritize and handle multiple priorities simultaneously * Thorough understanding of the implications of supporting a mission-critical environment on a 24/7 basis. * Excellent management skills.

31/01/2024