Customer Support Manager-IT Job Vacancy at The Emirates Group, UAE
Position title
Customer Support Manager

Your job purpose is to plan, develop and manage customer support activities for assigned support teams. This will ensure that support and deployment of all services within the assigned customer area are done efficiently and ensure high levels of customer service. As the Customer Support Manager (CSM), the Customer Support Manager oversees the service request management process in all Emirates Group locations. This team ensures high standards of support and delivery. The CSM's area of responsibility includes one or more domains: Service Desk, Field Support Services Cyber Security Services Application Support, and Technology Support. Generic Job Accountabilities that are linked to Objective Areas. - Responsible for the customer's satisfaction with all services in their area of responsibility. This includes deployment, moves, relocations, Service Desk and application support, as well as service desk and technical support. - Make recommendations and implement initiatives to ensure that the customer receives a cost-effective and customer-focused service in the designated customer area. Assure that the support and deployment costs are kept within budget. Continuous improvements are made. - Provide support services according to the agreed SLA for incident management, and service requests and provide input into service level objectives reports. Analyze department KPIs, and trends and create strategies for improvement. - Provide support services for business users in accordance with the overall strategy of the Business area. Assist the Service Managers and Business Eligibility managers in delivering services and contributing to Strategic Account Planning. To ensure the delivery of service levels agreements (SLAs) and department objectives, you will lead the team by developing development plans and setting smart goals. Monitor staff performance continuously and develop new strategies to increase and sustain their motivation to provide competitive and customer-focused services to Emirates Group. - Manage people and build a cohesive team. Assist in the recruitment, training, coaching, mentoring, and planning of career development. - Create and maintain procedures and checklists to ensure consistency in quality and effectiveness in all actions and decisions. Plan manpower requirements, allocate resources accordingly, and ensure that these resources have the appropriate knowledge, experience, and communication skills to meet the customer's needs. Specific customer expectations must be considered when assigning the assignment. VIP Services are well managed during personal, direct interactions. Ensure that all service components and peripheral devices are maintained on a regular basis to avoid any potential incidents. This will minimize the impact on customers.

Qualifications and Experience:

Information Technology. - Other: 8+ years - Degree or Honors (12+3 or equivalent). - Computer Science degree or relevant degree Knowledge/Skills. - ITIL certification (required for customer support and deployment and mandatory for positions in Cyber Security). - Minimum 5 years of experience in technical support, ideally in an IT Service and Support Management and customer-facing environment. - A minimum of 5 years of experience managing large Desktop Support Teams at Level 2/3. It is desirable to have at least 5 years of experience in managing large engineering and technical teams. Experience in Cybersecurity is highly desirable.
Salary & Benefits - Join us as a manager and receive a competitive, tax-free salary. This managerial position offers a great leave and healthcare package, in addition to our generous travel benefits that include discounted hotel stays and flights around the globe. This is in addition to transport benefits and life insurance.

Job Location
Dubai, Dubai, Dubai, 00000, UAE
Employment Type
Base Salary
AED7,000 -AED15,000 Per month
Date posted
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Position: Customer Support Manager

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