• Manage the performance of Level 1 (severity1) and Level 2 (severity2) services and support to clients (internal and external) and ensure that service levels achieved.
• Responsible for ensuring the IT Service Desk staff is meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service (24X7, 365 days per year) and business requirements.
• Manages process for communicating outage/emergency activities to the organization.
• Duties: Central Ownership of Issues and Service Request Ultimate responsibility for ownership of all customer incidents or service requests logged.
• Responsible for tracking and progress chasing of incidents to conclusion and in line with Service Level Agreements (SLA’s).
• Ensure Respond to requests for technical assistance in person, via phone, electronically over Email or Service Desk tool.
• Manage the performance of services to customers (24 x 7, 365 days per year), ensure that service levels are achieved in line with contracts and that customers’ expectations are met or exceeded;
• Management of critical customer incidents, associated customer communication, activities and any appropriate escalations (in conjunction with Relationship Managers). Provide incident analysis information in conjunction with post-event analysis.
• Manage the support of Business continuity Plans (BCP) in case of crisis and major outages.
• Ensure smooth transition of new system to the production environment and Service Desk team readiness to provide first line support.
• Continually measure, monitor and work to drive down incident levels.
• Along with other IT leadership members develops an effective and workable framework for managing and improving customer IT support in the organization.
• Act as a further escalation point for unresolved or escalated calls.
• Ensure that the ADIB Mission and Vision, strategy and business plan are understood by all the team.
• Conduct random surveys of Users immediately after they have used the Service Desk, and report the results to Management each month.
• Identify and escalate situations requiring urgent attention.
• Organize daily rotation on breaks to ensure full availability.
• Assist other Service Desk agents on systems/ services he is experienced on.
• research questions using available information resources
• manage Service Desk knowledge base ( document/update solution steps and relate known cases to symptoms & root causes)
• identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions. Wrap up support calls with users.
• prepare activity and statistical reports
• stay current with system information, changes and updates
• Supervise team while handling new deployments of end user banking upgrades, system changes, fixed patches, applications, and new releases to resolve problems and to launch new services.
• Provides first line of support for the users by detecting, diagnosing and restoring the normal service as quickly as possible, in order to minimize disruption to business applications.
• Supervises closure of Issues, identifies, classifies, records, updates and provides his/her specialist systems with permanent solution and work around solution in knowledge base, to be able to control and close errors with associated problems and Initiate actions to prevent recurrence of faults through route cause analysis, suppliers anomalies management to minimize the adverse impact of the incidents on the business.
• Participates in IT projects to provide Technical consultation, training, perform required tests on new systems and study integration with the working system
• Supervises the Participation in empowering, monitoring & reporting SLA, security policy, IS procedure, maintain Contracts implementation, and vendor's behaviors & credibility to deliver SLA requirements.
• Develops the team to ensure they consistently deliver the needed performance.
• Monitors individual team members to identify and schedule required training.
• Part of his daily workload is staying close enough to team members to recognize their shortcomings or weaknesses and address these.
• Manages individual development rather than actual team building because of time and resource constraints.
• Conduct work load planning, estimating and prioritization
• Engage in formal and informal knowledge transfer
• Ensure smooth transition of new system to the production environment and Service Desk team readiness to provide 1st line support
• Build and maintain productive client relationships with relevant personnel.
• Monitor progress and achievement through performance metric reports and take corrective actions as appropriate and in a timely manner
• Supervise the entire IT service desk processes.
• Ensure that all reporting requirements by the team are fully met and presented accurately and in a timely manner
• Identify the Skills and Knowledge gap in team and develop the Training Plan for the all the teams reporting to you based on job needs in cooperation with the Performance Improvement team
• Conduct formal goal setting sessions for all reporting staff and follow up to ensure compliance
• Measure and review employees’ performance with respect to their goals
• Plan, manage and control the shift numbers to cover peak hours, training, leave, sickness, project demands, and attachments in order to guarantee smooth operations.
• And any other assigned tasks.

Minimum Qualifications:

• Bachelor's degree required in Computer Science and management technology or equivalent diploma and certificate within IT field
• 8+ years’ of experience in bank with specific emphasis on the IT department’s functions, services and infrastructure.

Job specific Skills:

• Experience in people management
• Results driven
• Strong analytical skills
• Ability to meet deadlines and targets
• Clear communication in English, both verbal and written
• Superior customer service skills
• Strong interpersonal skills
• Ability to lead different teams
• Continuous improvement mentality
• Adaptable to change
• Ability to work in a fast pace, high pressure work environment
• Decision making abilities
• Issue resolution abilities
• Ability to prioritize and execute tasks in a high pressure environment.
• Ability to work On-call 24 hours/day, 7 days/week