Manager End User Services Mashreq Bank Dubai

Manager End User Services at Mashreq Bank Dubai is responsibilities to efficiently manage End User Support Services in order to achieve enhanced customer experience in end point solutions. Responsibility includes managing a team of IT support professionals, supervisors/team leads (Field Engineers) and Enterprise Desktop management. This is a senior level and full time role and for this job the salary ranges from 15000 AED to 30000 AED.

Responsibilities of Manager End User Services

• Manage the Onsite IT Support Services of Mashreq covering services across all its branches in UAE, including compliance & ownership of corporate desktop policy.
• Implement a strategy and mindset of innovation and continuous improvement for the End User experience.
• Manage/Oversee Desktop Engineering and support across all Mashreq IBG locations and MGN ensuring platform availability.
• Ensure SLA compliance as per organization standards.
• Manage IT relationship with Retail Banking group, Corporate & Investment Banking group, Operations, Treasury & Capital Markets among other business groups within Mashreq.
• Single point of contact from Technology for all End User computing related business requirements, support requests and escalations.
• Interface between IT Application teams and business units to ensure timely & effective service delivery.
• Leads desktop support team, focusing on service delivery and problem solving while delivering high quality customer support.
• To ensure that IT Services comply with contracts, service level agreements & external regulations.
• Lead End Point Security & Compliance across the Bank.
• Lead and participate in infrastructure projects for different business units by representing Technology Operations.
• Preparation & administration of departmental budget and business plans and metrics.
• Perform direct supervisor’s responsibilities in his or her absence when required.
• Develop and enhance cooperative interdepartmental and vendor relationships and communications.
• Maintain current knowledge of industry trends and potential impact on support to business.
• Negotiate and participate on behalf of Technology Operations with internal and external stakeholders in the implementation of IT projects.
• Implementation and adherence to policies and procedures.
• Fosters a team working environment by communicating effectively with others
• Development of the team from a Technical, Management and Soft skills perspective.

Requirements of Manager End User Services

• ITIL v4 certified.
• 8+ years of IT experience with 5+ years’ experience in areas of End user computing & relationship management.
• Significant experience in Technical services & Service delivery environment.

Skills and Knowledge Desired

• Strong vocabulary & communication skills.
• Significant people management skills with a track record of leading a team, managing performance and mentoring.
• Execution and results-focused: Proven ability to set and meet aggressive goals/timelines.
• Highly motivated team player with a collaborative working style, capable of working with a diverse team.
• Customer centric focused & service oriented approach.
• Relevant knowledge of the business area & strong problem solving skills.

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