Senior Manager IT User Services
QNB Group, the largest Financial Institution in the Middle East and Africa are looking to hire a Senior Manager IT User Services, to meet the expansion needs of our office in QNB - Qatar//Doha.
QNB has enjoyed continued success with Net Profits of QAR 10.8 billion (USD3 billion) in 2018 (up by 6%) and increased Total assets to QAR 853 billion (USD 234 billion). The Group now employs over 29,000 employees in 1,200 locations, with an ATM network of more than 4,300 machines. Role Summary:
You will be responsible of managing the team within the user support department to manage the process of installation, monitoring and maintenance of required workstation hardware, peripherals, software, network equipment and infrastructure for local and wide area networks, ATMs. Role Description:
Oversee the performance of necessary user support to all business units operations and further the Group's strategy.
Oversee relations with selected vendors for systems software, networks, and hardware delivery and maintenance.
Build and maintain strong and effective relationship with all other related departments and units to achieve the Group's goals/ objectives.
Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.
Provide support for stand-alone and LAN PC users, including upgrades, installation, troubleshooting and maintenance.
Ensure the performance of a variety of technical and end-user support duties of routine difficulty, complexity and scope involving the installation, malfunction, maintenance, and replacement of standard desktop/laptop computers, peripheral devices, standard software and ATMs within the overall objectives of IT and business plans.
Provide support for assigned units of all network components including network accessories, lines, cabling, PCs, servers, printers, ATMs, and machines and be ready to backup team members in support calls.
Maintain equipment's or coordinate with vendors to ensure high availability and service levels.
Provide Desktop Computing Support for hardware and software.
Diagnose problems with hardware (PC desktop or server).
Repair or upgrade any printer or PC.
Perform pro-active maintenance on all branch computing equipment's.
Prepare lifecycle procedures and guidelines for implementation and maintenance of enterprise network components.
Lead the documentation of problems relating to hardware, software, and setup of prescribed formats, and ensure that the same are resolved in the most expedient manner.
Prepare detailed requirements of enterprise user components for projects assigned and objectives within the limited resources, time and budget.
Research and recommend current and new products and standards.
Generate enthusiasm among team members by challenging others to develop as leaders while serving as a role model and facilitate effective team interaction.
Maintain contact with Head of Technical Support and serve as liaison between the technical team and customers. Qualifications:
Bachelor's degree in Computer Engineering.
Minimum 10 to 15 years' experience in financial services with a specialization in managing IT system maintenance and support.
Training courses and certification in technical and systems support including troubleshooting, installing desktop hardware software, and related peripheral equipment.
Note: you will be required to attach the following:
1. Resume / CV