IT Field Support Operations Manager

At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers ‘Fly Better’. Join our Technology Operations team, where you will play a pivotal role in our IT landscape, ensuring smooth operations and outstanding support for critical business functions globally. The team focuses on duty management, service support, infrastructure operations, change enablement, observability, and IT asset management. 

As an IT Field Support Operations Manager, you will be responsible for coordinating the onsite activities, performance and administrative support of Field Support Engineers ensuring all calls are competently actioned within Service Level Agreement deadlines. Manage and direct the onsite Field Support Engineers across various locations and end-user technologies and ensuring that operational activities are carried out with minimal business interruption. Oversee the Incident Management process and ensure timely onsite repair of end-user devices and services. Supervise the physical installation of end-user equipment and maintain connectivity for end users.
Monitor and control the Field Support Engineers by ensuring that all departmental policies governing operational procedures are properly met to achieve a consistently high level of service to the customers.

In this role you will:

• Orchestrate the daily work and activities of the technical field support team in a lead capacity. Accountable for team KPIs as well as continuous conversations around performance that drive individual career plans through feedback as well as technical and soft skills development as well as lead the day to day operational people aspects such as attendance and team cohesion.
• Manage the performance of services to customers at critical business operations, 24 x 7, 365 days per year, ensure that service levels are achieved and that customers expectations are met or exceeded. Manage and utilize resources in an efficient and effective manner to ensure shift coverage that is able to meet the needs of customers and prioritise, schedule and assign service requests through effective resource capacity management.
• Perform end-user satisfaction surveys and develop action plans to address areas needing improvement to ensure a positive customer support experience built on communication, problem solving and timely resolution of service disruptions.
• Identify opportunities for improvement through the identification of reoccurring technical issues, take ownership and closely work with IT leadership and business partners to drive product and process improvement. Promote a culture of continuous learning and knowledge sharing and work alongside the team to identify process improvements and carry out changes to enhance process efficiency and people productivity.
• Manage Service Level Agreements on incident and service request resolution in accordance with the Emirates Group IT agreed service level agreements and Support end-user productivity by providing right first time resolution for incidents and service requests
• Organize, coordinate and lead one-time or recurring projects and tasks within the scope of the field support team. (e.g. software deployments/upgrades, employee moves).
• Track and analyse incident and service request trends to identify areas of improvement, efficiencies and training. Document and maintain Standard Operating Procedures ensuring efficient and consistent resolutions and tasks.
• Work with external teams and stakeholders (company, partners, vendors etc.) to achieve broader department goals.
• Remain aware of new product developments and provide input to IT leadership on customer service and support challenges.
• Manage the operational activities across various technologies within the Emirates Group, including all International operations where applicable.