IT Helpdesk Supervisor

Job Description

Job Purpose:

Lead a team of Customer Services Team Leaders and Customer Services Representatives.

Accountabilities:

• Manage, develop and lead a Customer Service team focused on delivering best in class customer service focused on first time resolution and customer retention.
• Responsible and accountable for the successful delivery of the agreed targets, budgets and goals.
• Create a Customer Service function that continually aspires to achieve excellence in all areas.
• Provide motivational and inspirational leadership to diverse teams with varied skills and abilities, responsible for all aspects of customer service.
• Responsible for drive performance to exceed agreed customer services levels and continually push the barriers to deliver improvements in customer service and reduction in operating expenses.

Qualifications:

• Have necessary skills to configure and manage BMC Service or equivalent Desk application.
• Experience in diagnosing and solving computer related problems (Hardware & Software)
• Experience in supervising and managing the Helpdesk staff.
• ITIL implementing and operating experience is a must.
• ISO 20000 Implementing is preferable.

Experience:

• +5/- Years experience of IT Helpdesk domain related to IT / Telecom / Banking Sector.
• Experience in Supervising Helpdesk Applications and Team.

Education:

• Bachelor Degree in the fields of Computer Science or Engineering , Information technology or any other relevant disciplines.
• Certifications: MCSE/ ITILv4 / ISO 20000 Implementer.

Skills

General Skills:

• Customer Focus.
• Required Arabic Speaker.
• Strong Interpersonal Skills.
• Excellent command of the English language (written & oral).

General Remarks:

• The role is for Diyar United Company- Kuwait
• Bilingual Skills/ Arab nationals .
• Female Gender is preferable
• Kuwait based / Transferable Visa
• Immediate Joiners is a preference .
• Flexible working hours.
• The Budget of the role is up to KWD 900/-

Job Details

Job Location - Al Kuwait, Kuwait

Company Industry - IT Services

Company Type - Employer (Private Sector)

Job Role - Information Technology

Employment Type - Full Time Employee

Monthly Salary Range - $2,000 - $3,000

Number of Vacancies - 2

Preferred Candidate

Residence Location: Kuwait

Nationality: All Arab Countries

Degree: Bachelor's degree / higher diploma