Lead IT Support Specialist

6 days ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

IT Support Services Manager

About the Role

The University is seeking an experienced IT Support Services Manager to lead the delivery of technical support services across its multiple sites.

Key Responsibilities
  • IT Support Team Leadership
    • Recruit, train, supervise, and mentor IT support team members to ensure they are equipped with the skills and knowledge to deliver excellent service.
    • Set clear performance goals, conduct regular evaluations, and provide continuous feedback and coaching to enhance team performance and growth.
    • Cultivate a collaborative, customer-oriented environment within the IT support team, encouraging teamwork and a proactive approach to service excellence.
  • IT Service Delivery
    • Oversee the delivery of comprehensive technical support for hardware, software, operating systems, network connectivity, email systems, and university-specific platforms to ensure uninterrupted services for students, faculty, and staff across all campuses and remote locations.
    • Develop and implement user training programs and guides to enhance IT literacy and reduce common support requests.
    • Manage the onboarding and offboarding processes for user IT accounts and access.
    • Provide on-site and remote technical assistance as required across all university sites.
  • Vendor Management and Procurement
    • Manage relationships with IT support vendors, including hardware suppliers, software providers, and external support services, ensuring timely service and cost-effective solutions.
    • Evaluate vendor performance, negotiate contracts, and ensure compliance with service agreements to maintain high standards of IT support and cost efficiency.
    • Participate in the IT procurement process for hardware, software, and support services by providing technical specifications, justifications, and recommendations to ensure alignment with university needs and objectives.
  • Reporting and Documentation
    • Develop and manage the generation of comprehensive IT support reports, including:
    • Helpdesk ticket statistics (volume, resolution time, trends).
    • User attendance tracking for IT training sessions.
    • Hardware repair and maintenance logs.
    • Progress updates on ongoing IT support projects and initiatives.
    • Performance evaluations for the IT support team and vendors.

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