Manager - End User Support

About the role

Ultimate HR Solutions is hiring a Manager - End User Support for a prestigious and well-established organization in the UAE. The role leads the end-user IT support team, ensures smooth IT operations, resolves technical issues, improves user satisfaction and manages IT hardware assets and inventory.

Key responsibilities

• Lead and manage the end-user IT support team and daily support activities
• Troubleshoot and resolve desktop, laptop, software and hardware issues
• Oversee computer setup, software installation and configuration
• Manage IT support requests and ensure timely resolution
• Support IT security and ensure devices follow required security standards
• Manage printers, scanners and other peripherals
• Maintain accurate IT hardware inventory and asset records
• Coordinate procurement of computers and IT equipment with relevant departments
• Train and guide team members and provide technical support to employees
• Monitor support performance, collect user feedback and recommend IT solutions and process improvements
• Support endpoint monitoring, automation and efficient IT service management

Required profile

• Degree or diploma in Computer Science, Information Technology or a related field
• Minimum 5 years of experience in desktop configuration and IT support
• 2-3 years of team management experience
• Strong experience in end-user computing, hardware and software troubleshooting and IT service support
• Experience managing IT assets and supporting enterprise IT infrastructure is an advantage

Required skills

• Desktop and end-user computing support
• Windows and UNIX server administration
• Network administration and troubleshooting
• IT hardware and software management, IT security and access controls
• Cloud computing fundamentals, IT service management, disaster recovery and infrastructure support
• Process automation and technical reporting
• Relevant IT certifications such as CompTIA A+, Microsoft or Cisco, ITIL or cybersecurity certifications are an advantage