IT Support Manager (Arabic Speaking)

Job description / Role

Company: A major retail operator.

Role:
- Manage end-to-end IT use support to ensure efficient, effective, and timely closure of all service requests
- Manage the issuing, registration, and tracking of all IT systems requested by staff and contractors on malls and head office
- Assist IT department in the development of the department’s annual business plan, KPIs, budget and policies and procedures
- Manage outsourced supplier contracts and negotiations for provision of IT maintenance Help Desk Services (if outsourced)
- Ensure resolution of day to day incidents reported by end-users on PC
- Leverage of tools to track all user requests, incidents and problems and manage ticket lifecycle, including status, progress, closure and verification with end-user
- Follow-up on the complete lifecycle of end-user technology assets from acquisition to disposal of hardware (laptops, desktop computers, monitors, printers, etc…), software and telecom elements in coordination with Procurement
- Plan, evaluate and manage the deployment of desktop solutions both in malls and in head office
- Ensure proper security setup of end-user desktops and manage IT security issues
- Perform tracking, reallocation and disposition of mall and head office end-user IT assets
- Assist in developing and enforcing operational desktop standard configurations, documentation and procedures
- Perform reporting on current IT equipment allocation
- Perform periodic customer satisfaction surveys

- Bachelor’s degree in IT or computer science
- 7+ years work experience in IT helpdesk support
- Experience in Service and Helpdesk Management

Competencies:
- Excellent understanding of Service and Helpdesk tools, processes and management practices
- Data Centre Products & Services
- Infrastructure Services (Office IT)
- Web Services
- Key services support processes based on ITIL standards
- Product know-how across industry
- Benchmarking strategy
- Quality Management
- Understanding of the IT market
- Excellent communication skills in verbal, written and formal presentation formats
- Command of Arabic and English, written and verbal

About the Company

Macdonald & Company is the leading professional recruitment consultancy for the real estate and built environment sectors. Established in 1992 and headquartered in the UK, we apply local knowledge with true global connection through our offices in Europe, Asia-Pacific, the U.S., Africa and the Middle East.

Our specialist teams act for every class of organisation owning, occupying, financing, or advising on property, construction and engineering – developers, investors, institutions, funds, banks, consultancies and contractors.

Macdonald & Company is a subsidiary of Prime People Limited.

People make the difference. We connect you to that difference.