Manager Customer Support Services - I.T
Posted date [15-Feb-2024]
(ID: 1640611)
The Emirates Group is a highly profitable business with a turnover of approximately US$ 11.2 billion and over 36,000 employees. The Group comprises of Dnata, the successful Airport Ground Services and Travel Industry division, and Emirates, the Group's rapidly expanding and award winning international Airline. Emirates global network now sees it flying to over 100 destinations across 6 continents, and with aircraft orders worth over US$ 50 billion. Emirates currently operates a modern fleet of 120 wide-bodied aircraft and it has orders worth over US$ 58 billion for 170 more of the latest aircraft, with many more destinations coming on line. With the Group now hiring over 6,000 new staff every year, essential to business success will be the ongoing employment of high quality people to join our multi-cultural team of over 150 nationalities. Dubai, a tourism centre and modern cosmopolitan city with high standards of healthcare, education and leisure pursuits for residents offers one of the most desirable lifestyle locations in the world.
Job responsibilities
To plan, develop and manage the service and support functions of Emirates IT, including Service Desk, FieldSupport for airport, corporate, EK Galileo, outstations and Senior Executive support, including the formulation and review of strategies towards achieving customer service goals, and timely support of all end user devices as committed in the Service Level Agreements. To manage and direct the activities of the support teams in resolving incidents and coordinating activities with third party service providers and internal delivery teams as necessary.
Qualifications
Degree in a subject relevant to IT (12+3 or equivalent)
10 + years of management experience of which at least three years should be at a senior level in IT, ideally within a customer services environment.
Stakeholder relationship management
User Support Infrastructure and Operations (End User Devices)
Service Level Management Technical Knowledge
