IT support team manager - Remote Job in Dubai

Position: IT Support Team Manager (Remote)

We're seeking a talented IT Support Team Manager to join our team remotely. In this role, you'll lead our internal IT Support team, ensuring prompt and accurate end-user service. You'll establish and uphold high service standards, implement best practices, and drive continuous improvement in our technical support process.

Responsibilities:

1. Lead the internal IT Support team, including performance evaluations and skills assessments.
2. Ensure daily end-user service meets predefined standards and swiftly resolves issues.
3. Establish and enforce best practices for the technical support process, driving process improvements.
4. Identify areas for enhancement and assess team productivity on a daily, weekly, and monthly basis.
5. Effectively prioritize tasks and manage the ticket queue for optimal efficiency.
6. Deliver exceptional customer service with a proactive problem-solving approach.
7. Utilize strong technical background and coding skills to provide instructions to non-technical users.
8. Proficiently utilize support tools and systems, such as helpdesk software, for issue management and tracking.
9. Collaborate seamlessly with team members and cross-functional departments.
10. Troubleshoot a diverse range of technical issues, including remote support.
11. Thrive under pressure, meeting deadlines consistently.
12. Communicate effectively, both verbally and in writing.

Qualifications:

1. Bachelor's degree in Computer Science, IT, or related field.
2. 3-4 years of experience as a technical support manager.
3. Previous experience in the software industry preferred.
4. Exceptional customer service skills with a proactive problem-solving approach.
5. Strong organizational skills, adept at managing ticket queues and prioritizing tasks.
6. Solid technical background and coding skills, capable of explaining technical concepts to non-technical users.
7. Proficiency in support tools and systems, such as helpdesk software.
8. Strong team management and collaboration skills.
9. Ability to troubleshoot a wide range of technical issues, including remote support.
10. Comfortable working under pressure and meeting deadlines consistently.
11. Excellent written and verbal communication skills.