VIP Support Lead

Client of Exceed IT Services; Abu Dhabi; On-site; AED 320,000 - 520,000; Full time

Job summary

Client of Exceed IT Services seeks a VIP Support Leader to line-manage VIP engineers and a service coordinator, owning service standards and SLAs for executive-level IT support. You will drive proactive improvements using incident telemetry and coordinate with the ITSM function on major executive incidents.

The role requires strong executive/stakeholder management, a proven leadership track, and the ability to report on VIP service performance in a governance framework.

Qualifications

• Line-manage VIP Support Engineers and VIP Service Coordinator with rostering.
• Strong leadership in a customer-facing technical team.
• Executive and government-level stakeholder management.
• Implement and maintain service quality frameworks, QA and satisfaction metrics.
• ITSM reporting and analysis for VIP services.

Responsibilities

• Own VIP service standards and SLAs.
• Define and monitor service level agreements for VIP support.
• Drive proactive service improvement from VIP incident trends and telemetry.
• Act as primary escalation point for executive dissatisfaction and sensitive incidents.
• Build relationships with executive offices, chiefs of staff and executive assistants.
• Interface with Service Delivery Manager and ITSM on major incidents affecting executives.
• Oversee VIP onboarding standards for newly appointed executives.
• Provide hands-off coverage during peak periods or team absence.
• Produce VIP service reporting for monthly governance.

Skills

VIP support leadership

Wintel, storage, M365/Teams, networks

Executive/stakeholder management

QA & service quality frameworks

ITSM reporting & analysis

Job description

KEY RESPONSIBILITIES

• Line-manage the VIP Support Engineers and VIP Service Coordinator - rostering
• performance management
• coaching and development
• Own the VIP service standard
• SLA definition
• quality assurance framework and satisfaction measurement
• Act as primary escalation point for executive dissatisfaction and politically sensitive incidents
• Build and maintain relationships with executive offices chiefs of staff and executive assistants
• Drive proactive service improvement based on VIP incident trends and telemetry
• Interface with the Service Delivery Manager and ITSM function on major incidents affecting executives
• Own VIP onboarding standards for newly appointed executives
• Deputise on hands-off VIP support delivery during peak periods or team absence
• Produce VIP service reporting into the monthly governance cycle

REQUIRED TECHNICAL SKILLS

• Full VIP Support Engineer technical baseline across Wintel, storage, Microsoft stack, Teams and networking
• Proven people leadership in a customer-facing technical team
• Strong stakeholder management at executive and government level
• Service quality frameworks, QA and satisfaction measurement
• ITSM reporting and analysis