IT Support Manager Full-time Job

Responsibilities

Lead, Mentor and develop a team of IT support professionals to ensure a high level of technical expertise and customer service.

Provide leadership to the teams (Administration, College & School - IT Support, Audio/Video, and Campus IT Support Center)

Foster a collaborative and positive team culture, encouraging continuous learning and professional development.

Oversee the resolution of IT issues & requests reported by the AUS community, providing both hands-on technical support and guidance to the support team.

Ensure timely resolution and minimal impact on operations by prioritizing and delegating support activities.

Deliver high-quality support services by implementing and enforcing IT service management best practices.

Measure and improve support performance by establishing and maintaining service level agreements (SLAs).

Ensure the creation and maintenance of documentation for IT support processes, procedures, and troubleshooting guides.

Implement knowledge-sharing practices to empower the support team and improve efficiency.

Collaborate with Internal IT Teams (Infrastructure, Application, and Information Security) to deliver high-quality services.

Evaluate and recommend new technologies or services that can enhance IT support efficiency.

Engage with key stakeholders to understand IT support challenges and work on overall improvement of IT services and support.

Support IT Services function by establishing ITIL Service management practices and framework.

Oversee the implementation of ITSM tools & practices across the organization including request fulfillment, incident management, change management, and problem management..etc

Qualifications And Skills Required

Bachelor’s degree in computer science, Information Technology, or related field

Minimum of seven years of relevant experience in a similar function/role

Proven experience in a leadership role within IT support or related field

Excellent communication and interpersonal skills.

Strong Technical knowledge across a range of IT systems and applications.

Excellent communication and interpersonal skills, with the ability to engage and provide high-quality support.

Problem-solving and Analytical thinking.

ITIL Certification or relevant IT certifications.

Ability to work effectively in a fast-paced environment.

Strong Organizational and time-management skills.

Familiarity with Applications and IT Support Tools & Services ( ServiceNow, Microsoft, Google, Software2, Blackboard..etc).

UAE national preferred.

For more than 25 years, American University of Sharjah (AUS) has promoted ideas, research and creative work that have inspired development and change, driven by our core belief that tomorrow matters. AUS was founded in 1997 by His Highness Sheikh Dr. Sultan bin Mohammed AlQasimi, UAE Supreme Council Member and Ruler of Sharjah. The embodiment of His Highness vision, AUS is a place where students are nurtured and encouraged to excel academically, thrive socially, celebrate their cultural diversity, and have a positive influence in their communities.
Located in University City, Sharjah, AUS is a not-for-profit, independent, institution of higher education formed on the American model. We offer 28 majors and 45 minors at the undergraduate level, 15 master's degrees programs and four PhD programs through the College of Architecture, Art and Design; the College of Arts and Sciences; the College of Engineering; and the School of Business Administration. These programs are designed to meet the challenges of a competitive and dynamic business and industrial environment.