IT Helpdesk Team Lead - Emirati Talents

Job PurposeTake overall responsibility of Level 1 and Helpdesk support activities within ENOC to ensuring secure, reliable and smooth running of the user support function to maintain a high quality and availability for the IT services.Principal AccountabilitiesStrategy/Governance Manage the level 1 function and related support application landscape to ensure seamless, secure, effective and efficient operation for all end user support function within ENOC.Ensure the timely provision of data and reports to “IT support Manager”, recommend application technical operational improvements to support planning, vision and decision making to have continuous improvement of IT infrastructure services.Operational Manage the level 1 and helpdesk support team productivity to achieve the agreed department / function KPIManage and administer level 1 and helpdesk function, develop and review related SOP’s to ensure related controls, policies, and procedures are operating effectively.Make sure smooth running of 24*7 L1 support function along with All systems performance and availability monitoring Take a lead to provide immediate fix whenever user incidents are identified or reported.Coordinates training and orientation for new introduced technology and systemsContribute to the development of appropriate IT security policies, processes, systems, standards, procedures and internal controls related to application servers in line with the corporate IT Security framework.Identify and assess security risks and assist in implementing measures to manage and mitigate all identified risks and audit findings related to end user support function.Proactively monitor the delivery of the level 1 and helpdesk support function according to approved policies and procedures, user requests, SLA’s, and maintenance schedule.Develop and maintain a documented road map for level 1 and helpdesk support function, ensuring that these plans are understood and followed by members of the team.Any special assignment from line manager or IT senior management. Financial Management Provide inputs into the GIT annual budget related to level 1 support services People and Talent ManagementManage team productivity to achieve the set KPI and service levels.Enhance and develop the team knowledge, skills, and performance.Manage level 1 and helpdesk support team to ensure coverage for in-hours and out of hours support is maintained.Requirements EducationDegree: Minimum Bachelor’s degree in Computer Science, Engineering or Business field or equivalentHaving related professional Industry certifications will be a plus as well as project management certifications such as PRINCE II, PMP, etc.Preferred professional certifications: ITILSolid understanding of technical application support and application security concept and requirementsWorking knowledge of windows AD, DNS, HTTP/s, SSH, LDAP, DHCP, etc.Strong understanding of TCP/IP, FW, networking protocols and security concepts. Experience 8+ years of IT infrastructure experience with a focus on end user support management Strong knowledge and experience in end user support frameworksStrong knowledge and experience in managing 24*7 support team and shiftsStrong problem solving and priorities skills Proven experience with end user technical support planning and development.Strong knowledge and experience in IT infrastructure concepts, frameworks and standardsProven experience with Application products from Oracle, SAP, IBM, Microsoft and othersWork effectively under occasional high stress 24x7 on call conditions.Good communication and interpersonal skillsStrong experience in automation tools related to application management