Senior Service Support

BlackStone eIT; United Arab Emirates; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading IT services company in the United Arab Emirates is seeking a Senior Service Support professional. The role includes managing the service support team, resolving technical issues, and ensuring exceptional service delivery. Ideal candidates should have a Bachelor's degree in IT, over 5 years of experience in service support, and strong communication skills. Benefits include paid time off and performance bonuses.

Benefits

Paid Time Off in UAE

Performance Bonus

Training & Development

Qualifications

• 5+ years of experience in service support, focusing on technical support roles.
• Experience leading a support team or similar function.
• Strong knowledge of service management principles and practices.
• Proficient in using service management and ticketing systems.

Responsibilities

• Lead and manage the service support team.
• Oversee the resolution of technical issues.
• Develop and implement service support processes.
• Analyze service performance metrics and generate reports.

Skills

Leadership

Customer satisfaction

Communication

Problem-solving

Service management principles

Analytical skills

Education

Bachelor's degree in Computer Science, Information Technology, or a related field

Tools

Service management systems

Ticketing systems

Job description

Overview

BlackStone eIT seeks a dedicated and knowledgeable Senior Service Support professional to join our esteemed team. In this role, you will be responsible for ensuring exceptional service delivery, managing client engagements, and providing support for all technical issues that may arise. Your expertise and strong leadership skills will be instrumental in maintaining high standards of customer satisfaction and operational efficiency.

Key Responsibilities

• Lead and manage the service support team to ensure a high level of customer satisfaction.
• Oversee the resolution of technical issues and ensure timely responses to client inquiries.
• Develop and implement service support processes and procedures to enhance efficiency.
• Analyze service performance metrics and generate reports to identify areas for improvement.
• Act as the primary point of contact for escalated service-related issues.
• Collaborate with cross-functional teams to deliver comprehensive solutions and support to clients.
• Provide training and guidance to junior support staff and ensure knowledge-sharing within the team.
• Maintain up-to-date knowledge of industry trends and advancements to continually enhance service offerings.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in service support, with a focus on technical support roles.
• Demonstrated experience leading a support team or similar function.
• Strong knowledge of service management principles and practices.
• Excellent communication and interpersonal skills, with the ability to manage client relationships effectively.
• Proficient in using service management and ticketing systems.
• Strong analytical and problem-solving skills with a proactive approach to challenges.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Familiarity with ITIL framework and best practices is a plus.

Benefits

• Paid Time Off in UAE.
• Performance Bonus.
• Training & Development.