IT Support Services Manager

3 days ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

Technical Support Operations Manager

Job Overview

This is a unique opportunity to join the University as a Technical Support Operations Manager, responsible for leading the delivery of technical support services across its multiple sites.

Main Responsibilities
  • Service Desk Management
    • Establish and manage a centralized IT Service Desk to efficiently handle support queries from all stakeholders.
    • Develop and enforce clear Service Level Agreements (SLAs) for all support requests, ensuring timely response and resolution across the university.
    • Maintain a knowledge base of articles and FAQs to empower users and streamline issue resolution.
    • Monitor Service Desk performance metrics such as ticket volume, resolution time, and user satisfaction, and implement continuous improvements to enhance service quality.
  • Technical Support 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.
  • Infrastructure Support
    • Manage repair and maintenance of IT hardware assets across all university sites, ensuring functionality of computers, printers, projectors, and peripherals to support uninterrupted academic and administrative operations.
    • Establish and manage relationships with external repair vendors to ensure timely, cost-effective delivery service and maintain high standards of IT hardware support across all university locations.
    • Implement preventative maintenance schedules to minimize hardware failures and downtime.
  • Documentation and Reporting
    • Develop and manage the generation of comprehensive IT support reports, including:
    • Service Desk 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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