IT Technical Services Centers Manager (SW & HW)

PC Doctor Al Rass ,Saudi Arabia

Applicants for
1 open position
In Consideration
Experience Needed:
7 to 10 years
Career Level:
Job Type:
Full Time
Education Level:
Bachelor's Degree
1 open position
About the Job
  • Directs and manages the day-to-day operations and functions at the Technical Help Desk and Technology Service and Support (TSS).
  • Acts as a liaison with management in the development and maintenance of systems procedures.
  • Collaborates with key stakeholders, as well as business partners to develop and implement technology solutions.
  • Responsible for ensuring optimal performance of IT Services Division team staff and the various products and services they support 
  • Continuously improve IT Services processes including Incident, Problem, and Knowledge Management.
  • Manage and monitor team in handling the tickets for accuracy, escalation, and completion.
  • Oversee staff activities of the remote teams and on-site teams and ensure response times are met
  • Build/obtain (from other departments) training material for support staff
  • Assist with Management in Interviewing and Hiring of Remote and on-property support technicians
  • Train, Coach and Mentor Support Specialists
  • Schedule employees working times and provide Backup Support as needed.
  • Provide real-time feedback to all support teams and evaluate performance
  • Manage and coordinate urgent and complicated support issues to ensure they a resolved with high satisfaction
  • Determine root cause of issues and communicate appropriately to internal and external customers.
  • Manage process for communicating outage/emergency activities to the organization as well as external clients
  • Act as escalation point for critical requests and incidents.
  • Work through RMA and Shipping Needs to complete any customer orders or changes/upgrades
  • Work with our Data Center partners to complete requests such as remote hands
  • Manage Server Deployments and oversee our IT Service Delivery Members to ensure KPIs are hit.
  • Coordinate and plan placement of all hardware installed in the data center
Job Requirements
  • BSc/BA in IT, Computer Science or relevant field or equivalent years of hands-on experience
  • Preferred additional certificates in the same field
  • Years of experience at least 7 to 10 years
  • Tech savvy with working knowledge of office automation products, databases and remote control.
  • Good understanding of computer systems, mobile devices and other tech products.
  • Ability to diagnose and resolve basic technical issues
  • Proficiency in English
  • Excellent communication skills
  • End user-oriented and cool-tempered
  • Experience in supporting end users on a corporate network; specifically support involving Servers, Windows servers, Switches, Subnets, Routers, VLAN's, DNS, Network Shares, Network Storage, File/Print services, Directory Services, Etc. is preferred.
  • Real experience with ticket and service management systems.
  • Understand service management and working with the ticking systems
About this Company

PCD is driven through passion for advanced computing and technology
and offers its loyal clients a comprehensive selection of the latest consumer electronics, entertainment, smart home and gaming products

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