IT Technical Support Manager

Abdul Latif Jameel United Finance; Jeddah, Makkah Al Mukarramah; On-site; USD 40,000 - 60,000; Full time

Job summary

Abdul Latif Jameel United Finance seeks a Technical Support Manager to oversee technical support operations. This role involves managing a team, ensuring technical issues are resolved efficiently, and implementing robust IT security protocols. Candidates should have a relevant degree and extensive experience in technical support, along with strong leadership skills.

Qualifications

• Minimum 5+ years of experience in a technical support role.
• Strong leadership and management skills.
• Relevant certifications like Microsoft Certified: Endpoint Manager Administrator.

Responsibilities

• Manage and lead the technical support team.
• Ensure efficient resolution of technical issues.
• Implement IT security policies and procedures.

Skills

Leadership

Problem-solving

Communication

Interpersonal skills

Education

Bachelor's degree in Computer Science

Bachelor's degree in Information Technology

Tools

Microsoft Endpoint Configuration Manager

Virtual Desktop Infrastructure

Job description

Job Title: Technical Support Manager

Report to (Job Title): IT Services and Support Senior Manager

About Us

Abdul Latif Jameel United Finance Company is a closed joint stock company licensed by the Saudi Central Bank (SAMA) to work in financial leasing, productive assets financing, consumer products financing, and real estate financing. ALJUF works on providing multiple financing options for individuals and SMEs, including but not limited to: Cash financing, all kinds of cars, heavy equipment, and household and electronic appliances, in addition to real estate financing through various financial solutions approved by the Company’s Shariah committee, such as financial leasing, Murabaha, and Tawarruq through our branches’ network widespread across the Kingdom. The Company pays special attention to supporting entrepreneurs through Bab Rizq Jameel Financing programs and seeks to be the top financing destination for small and medium enterprises.

Job Purpose

The Technical Support Manager is responsible for overseeing the technical support operations within the organization. This role involves managing a team of IT professionals, including a Senior Systems Administrator, Systems Administrator, Senior Technical Support, Technical Support, and IT Security Support, to ensure efficient resolution of technical issues, effective deployment and management of systems, and adherence to IT security policies and procedures.

Key Duties and Responsibilities

Key Accountabilities

• Team Management Manage and provide leadership to the technical support team.
• Oversee the timely and efficient resolution of technical issues reported by end-users.
• Manage, design, implement, and maintain IT systems related to endpoint operation
• Implement and enforce IT security policies and procedures to endpoints
• Provide regular updates and communication to stakeholders regarding technical support operations and initiatives.

Key Activities

• Set performance goals and objectives for team members and conduct regular performance evaluations and provide guidance, coaching, and training to enhance skills and promote professional development.
• Coordinate with team members to troubleshoot complex technical problems and provide expert guidance and ensure adherence to established service level agreements (SLAs) for issue resolution.
• Oversee the Senior Technical Support in providing technical expertise for the resolution of escalated system- related issues.
• Manage software deployment, patch management, and device management processes.
• Ensure compliance with security standards and regulations, oversee security audits, vulnerability assessments, and remediation activities and respond to security incidents and conduct investigations as needed.
• Generate reports on support activities, metrics, and performance indicators.
• Collaborate with other IT teams to share knowledge and best practices.

Job Requirements

Qualifications

• Bachelor's degreein Computer Science, Information Technology, or related field.
• Strong leadership and management skills, with experience in leading and developing a team.
• In-depth knowledge of IT systems, including Microsoft Endpoint Configuration Manager and Virtual Desktop Infrastructure.
• Familiarity with IT security principles, practices, and technologies. Excellent problem-solving and troubleshooting abilities.
• Strong communication and interpersonal skills for effective collaboration and customer support. Ability to work in a fast-paced environment and manage multiple priorities.
• Relevant certifications, such as Microsoft Certified: Endpoint Manager Administrator and ITIL certifications, are advantageous.

Work Experience

• Minimum 5+ years of experience in a technical support role,or related roleswith progressively increasing responsibilities.