Lead Support

2 days ago


Doha, Qatar Brunel Full time

Brunel is a global provider of flexible workforce solutions and expertise, connecting specialists with clients across the globe. We deliver innovative services like Recruitment (people, talent, and training), Logistics (global mobility and travel), Technical Services (project support and setup) and Consultancy to our clients both globally and locally.

Brunel is now present in 40+ countries with over 12,000+ specialists, 120+ offices worldwide, and close to €1 billion (Revenue 2021).

**About this role**
MANAGEMENT
- Lead the support services discipline that’s responsible for Onshore and offshore end user support services
- AV & Collaborative Work Environment projects, operations, and support
- Responsible for the tactical direction of IS support, ensuring that it aligns with management and meets the business objectives and goals
- Develop, maintain, and implement procedures and policies pertaining to IS support and standards related to end user environment
- Monitor and optimize outsourced services
- Partner closely with IS leaders to optimize service design, delivery, and support (i.e Member of IS CAB) OPERATIONS
- Ensure collaborative working environment and meeting rooms are operational for all staff
- Ensure that documentation (SOPs) related to hardware and software are kept up to date and accessible including tagging and registering to monitor status for future changes
- Evaluate, assess, and drive the effectiveness and efficiency of the support team:

- Monitor and optimize service levels (SLA) and performance (KPIs)
- Improve IT Service Management (ITIL) processes
- Increase customer satisfaction
- Improve financial performance (i.e. cost control)
- Ensures proper documentation, notification, escalation, tracking, and follow up of all incidents.
- MANAGED SERVICES
- Coordinate, manage and monitor the vendor operating the ServiceDesk and workplace support:

- Obtain proper reporting on ServiceDesk activity and status
- Control escalations, monitor user complaints, and on/off duty activities (i.e. Duty Roster)
- Drive the provider to improve the support service level and customer satisfaction
- Ensure that the service provider assigns quality staff; Set expectations and standards on local expertise needed to run the support
- Drive the provider to evolve the ServiceDesk (ITSM) tool in accordance to the companyrequirements.
- Set service level agreements (SLAs) for service provider (i.e., support service or managed print service) with respect to applicable terms & conditions
- ASSET MANAGEMENT & PURCHASES
- Purchase hardware equipment as required through trusted vendors in line with agreed specifications.
- Manage, track (tagging), and maintain all workplace hardware
- Manage preventive maintenance to infrastructures offshore in order to prevent unanticipated substitution of equipment and possible malfunctions.
- Manage the roadmap of end user hardware.
- Plan and coordinate updates to workstation image according to the related IS defined roadmap
- Practice cost-optimization in handling the life cycle of equipment safety
- Comply with safety standards in terms of IS related fit out in buildings, meeting rooms and offices
- Monitor and influence safety standards with vendors that carry out workplace related work

**What you need to bring**
- Bachelor’s or similar technical degree in a technology related field.
- More than 10 years of Information Technology experience
- More than 5 years of management and leadership experience
- Strong IS Service Management skills (ITIL certification preferred)
- Robust knowledge of workplace hardware and software (including relevant Microsoft certification)
- Process Improvement Methodologies (preferred)
- Experience in a multicultural environment (preferred)
- Proven experience of working within a busy and complex infrastructure environment
- Strong leadership skills include coaching, problem-solving, and independent decision-making
- Strong communication and presentation skills
- Strong proficiency in English both spoken and written

Academic Bachelor


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