Technical Support Director

Dammam Airports | مطارات الدمام; Dammam; On-site; SAR 120,000 - 150,000; Full time

Job summary

A regional airport authority in Dammam is seeking a seasoned leader for their technical support department. The ideal candidate will have a Bachelor's in Engineering and at least 12 years of experience in technical support, with proven leadership qualities. Responsibilities include project oversight, budget management, and team leadership, ensuring compliance with industry standards and enhancing operational excellence. The role calls for an individual capable of fostering innovation and developing strategies aligned with organizational goals.

Qualifications

• Minimum 12 years of total experience in technical support or related field, with significant experience in a leadership position.
• Strong understanding of regulatory compliance and project management methodologies.

Responsibilities

• Oversee planning, design, and execution of technical projects with high standards.
• Manage financial planning and budgeting for the technical support department.
• Lead a team of technical support specialists, fostering a collaborative culture.

Skills

Leadership

Project Management

Data Analysis

Stakeholder Management

Communication

Education

Bachelor’s degree in Engineering or equivalent

Job description

1. Job Purpose

Oversee the planning, design, and execution of technical projects, ensuring alignment with project goals, regulatory compliance, optimal resource utilization, and high standards of quality and sustainability.

2. Position Accountability Description

Strategic Leadership

1. Create and lead the implementation of strategies for technical support that align with DACO's vision, mission, and strategic goals, ensuring that the department contributes to overall organizational success.
2. Ensure that technical support strategies are clearly communicated and understood by relevant personnel within DACO, fostering alignment and engagement.
3. Oversee the development and execution of technical support projects and initiatives, collaborating with top management to ensure they align with best practices and strategic priorities.
4. Develop key performance indicators (KPIs) to measure and optimize support performance.

Operational Excellence

1. Manage technical support projects, including planning, priorities and projects simultaneously, ensuring that resources are allocated effectively and deadlines are met.
2. Ensure the alignment of design detailing with project goals and requirements by leading comprehensive design assessments, ensuring all aspects meet project specifications and regulatory requirements.
3. Oversee remote support tools, ticketing systems, and customer relationship management (CRM).
4. Manage customer expectations, handling complaints, and delivering exceptional support experiences.
5. Lead the development of engineering aspects with considering customer support policies, procedures, and standards to ensure consistent service delivery.
6. Manage the identification of root causes of technical issues and develop effective solutions and manage critical incidents, including rapid response, escalation management, communication, and post-incident analysis.
7. Guide the use of data analysis to monitor support data’s, identify trends lines of tasks, and drive continuous improvement in support operations.
8. Ensure the team leverages on cybersecurity principles implementation and best practices to protect confidential data and ensure secure support operations.
9. Leading the delivery of consistent technical support and assessments during the business case preparation stage and after initial approvals, guiding project teams to ensure technical compliance with regulatory standards and best practices.
10. Lead site assessments and proposal development for allocation, ensuring optimal site selection, resource utilization, and long-term sustainability of assets.
11. Shape technical reviews and approvals process for design submissions, ensuring compliance with project specifications and regulatory requirements, and contribute to the formulation and implementation of a robust asset strategy with a standardized life cycle framework.
12. Lead the use of process improvement methodologies, such as Lean, Six Sigma, or ITIL, to enhance efficiency, reduce response times, and improve customer satisfaction.

Stakeholder Management

1. Develop and sustain strong relationships with internal and external stakeholders to ensure effective communication and implementation of technical support initiatives.
2. Serve as a focal point for clarifying newly developed or updated technical policies and procedures.
3. Collaborate and communicate effectively with cross-functional teams to resolve complex customer issues and improve product quality.
4. Work closely with various departments to ensure alignment and support for technical support initiatives, addressing inquiries and resolving discrepancies related to technical services.

Team Leadership and Development

1. Lead, mentor, and develop a team of technical support specialists, fostering a collaborative and high-performance culture.
2. Define clear performance expectations, provide regular feedback, and conduct performance evaluations to ensure team members achieve their objectives.

Financial Management

1. Oversee the financial planning and budgeting for the technical support department, tracking expenditures and ensuring alignment with financial targets.
2. Ensure that technical support-related expenditures are within budgetary constraints and contribute to financial efficiency.
3. Generate and present budget reports to senior management, offering insights and recommendations for financial planning within the technical support department.

Risk and Compliance Management

1. Maintain compliance with industry standards, regulations, and DACO policies in all technical support processes and activities.
2. Perform regular audits and quality reviews to assess compliance with DACO’s policies and regulatory standards within the technical support function.
3. Create and implement strategies to mitigate risks associated with technical support operations and initiatives.

Innovation and Continuous Improvement

1. Promote innovation within the technical support department by adopting new technologies and methodologies to enhance service delivery and efficiency.
2. Regularly review and refine technical support processes to enhance performance, address gaps, and drive operational excellence.
3. Foster a culture of continuous improvement by actively seeking feedback, implementing enhancements, and adapting to evolving technical and operational requirements.

3. Minimum Job Requirements

Education Background

Bachelor’s degree: Engineering or equivalent

Relevant Experience

Minimum 12 years of total experience in technical support or related field, with significant experience in a leadership position