IT Technical Support Team Leader Full-time Job

3 weeks ago   IT & Telecoms   Abu Dhabi   79 views Reference: 35464
Job Details

Key Accountabilities Of The Role

Leadership and Team Management (20%)

Supervise, coach, and cultivate a team of technical support analysts.

Set and assess performance goals, providing constructive feedback.

Foster a collaborative environment that promotes continuous improvement.

Define SMART goals and KPIs for the team's success.

Drive strategies for new services and process enhancements.

Perform performance appraisals and guide the team with support tools.

Manage workload distribution and ensure quality control.

Exceptional Customer Experience (20%)

Ensure top-tier support experiences and address escalated concerns with professionalism.

Uphold consistently high levels of customer satisfaction.

Collaborate proactively with other teams to enhance user experience.

Process Excellence and Data-Driven Insights (15%)

Continuously assess and optimize technical support processes.

Implement best practices and streamline support workflows.

Analyze support data, identifying trends and training needs.

Generate insightful KPI reports for senior management.

Company Description
Sundus is a leading Recruitment and Outsourcing company in UAE, with a market presence since 1998. Sundus is a 100% Emirati Owned and managed company and is supported by a highly diversified international team with extensive experience in Human Resource Management. Sundus is a fully compliant business holding licensed On Demand Labor Supply (ODLS) and Executive Search and Manpower Supply services in the Emirates of Abu Dhabi and Dubai, which gives us a pan UAE outreach. Additionally, Sundus is a certified body to the International organization for Standardization, ISO:9001:2015, ISO:45001:2018 , which has enabled us to have an integrated Quality, Health, Safety and Environment Management (QHSE).
Sundus is an Arabic word that denotes fine silk brocade. It epitomises purity and transparency which is in harmony with our core values, outlined in our vision.
Sundus provides its services to various vertical sectors including Aerospace and Aviation, Alternate Energy, Banking, Call Center, Construction, Telecommunication, Education, Healthcare, Engineering, Hospitality, IT, Oil & Gas, Transport, Ports and Retail.