Head, IT End User Support

Huawei is recruiting for

Job Title: Head, IT End User Support

Roles and Responsibilities

  • Manages the End User Support staff with regards to service delivery, performance evaluations, promotions, training, hiring and disciplinary responsibilities.
  • Build and manage 24/7/365 environment including in-call and escalation practices to provide efficient and timely support.
  • Ensures service needs and SLAs by reviewing support management system, providing training, and making sure the knowledge base information is accurate and up-to-date
  • Development and maintenance of support operating procedures that support the day to day procedural processes and reinforce policy adherence
  • Assists in policy and procedure development based on direction from senior IT management
  • Addresses complicated support issues that are escalated by team members
  • Conduct meetings with team members to review status of IT service issues
  • Creation and support of standards, processes and procedures necessary to produce the deliverables from the team.
  • Meet with IT management to review overall performance, and to gain feedback on support performance.
  • Collaborates with other teams in handling and responding to user issues, problem analysis and making requested service improvements.
  • Ensures that proper escalation paths are followed by the support staff that are in line with documented procedures and policies.
  • Training staff on operational procedures and troubleshooting techniques.
  • Creates user facing communication to address service outages, system upgrades and general IT informational announcements.
  • Gather and analyse metrics to benchmark the end user support team workload/performance and identify trends and issues.
  • Ability to quickly learn new subject matter areas, assess operational maturity, establish KPI’s and metrics and drive towards operational maturity.
  • Great communications and collaboration skills across the enterprise End User Services Team.