Job Description:
Nair Systems is currently looking for Service Management Lead for our Qatar operations with the following terms & conditions.
Minimum Qualifications:
Bachelor degree in Computer Science, Management Information Systems or equivalent.
Relevant IT certifications will be an advantage
Minimum Experience:
Minimum 10 years of experience in leading IT Service Management team including end user IT services such as desktop/laptop hardware and operating system, collaboration tools such as email client, MS Teams, etc, Printers, Scanners.
Hands on experience to perform remote troubleshooting
Experience in managing high volume of customer service
Overarching broad based IT Knowledge across the whole domain
Proficient in quality, processes and best practices
Broad understanding of emerging technologies and market needs within IT
Service Desk domain
Experience of working in a customer service environment
Analytical and problem-solving skills
Experience of working in the region and knowledge of local culture will be an added benefit
High attention to detail and accuracy
Flexibility and a related ability to work autonomously
A positive attitude, patience and persistence, especially when dealing with various internal and external stakeholders
Key responsibilities
Responsible for the management of IT Service Desks, Service Management
tools, Change Management, Incident Management, SLA reporting.
Lead the IT Incident Management, IT Request Fulfilment, IT Service Asset
Management, IT Service Level Management
Lead and Guide team members on day to day tasks and activities
Lead the supplier while delivering their respective services
Serve as an escalation point for all the support staff and end users
Single point of contact (SPOC) for the support staff
Develop relationships with clients and key business stakeholders,
Effectively communicate with clients,
Escalate issues for timely resolution,
Manage client requests to resolution,
Provide single point of contact for user escalations and concerns, ensuring that
any issue is resolved with the expectations of the user.
Dispatch request to appropriate second level support groups according to procedures.
Monitor the progress of cases up to fixed resolved status and all aspects of Inbox Management.
Provide input to update Service Desk Knowledge Base – ensure that you refer to this for any recent updates.
Terms and conditions
Joining time frame: 2 weeks (maximum 1 month)
Should you be interested in this opportunity, please send your latest resume in MS Word format at the earliest at nishanthini.suda@nairsystems.com
