مدير خدمات الدعم

JOB PURPOSE / OBJECTIVE

The Support Services Manager is responsible for overseeing and managing the efficient operation of helpdesk services, office services, warehousing services, and auxiliary services. This role ensures the continuous delivery of support functions to enhance organizational productivity and maintain high standards of customer satisfaction and operational efficiency. financial oversight and management including the yearly budget-setting procedure.

KEY ACCOUNTABILITIES

• Manage a variety of activities (helpdesk services, office services, warehousing services, and auxiliary services) for the purpose of ensuring availability of services and delivering services in conformance to established guidelines.

• Manage and track all contracts including KPI’s and SLAs related to all Support Services deliverables.

• Developing work methods and improving the departments'' information systems to keep pace with the development of the departments activities and improve the efficiency of the Departments performance.

• Maintain a project risks register by driving risk identification, qualitative and quantitative risk analysis as well as risk responses definitions.

• Support the month end process, reviewing outputs and delivering commentaries that provide insight into business performance.

• Lead and manage the helpdesk team to ensure timely and effective resolution of IT and operational support requests.

• Oversee and monitor ticketing systems and processes to track and improve response times and user satisfaction.

• Analyze helpdesk performance metrics and implement improvements to enhance service delivery.

• Ensure the workplace environment meets safety and functionality standards.

• Manage and maintain policies for office supply management and purchases.

• Plan and oversee office space management, including seating arrangements, relocations, and workspace optimizations.

• Support business continuity planning and emergency response initiatives for office services

• Oversee warehousing activities to ensure efficient inventory management, storage, and distribution processes.

• Monitor stock levels, manage replenishments, and oversee shipping and receiving logistics.

• Ensure compliance with health, safety, and security protocols within warehousing operations.

• Implement best practices for inventory control to minimize losses and optimize space usage.

• Lead the planning and execution of auxiliary services, such as event support, travel coordination, and fleet management.

• Collaborate with internal and external stakeholders to maintain a continuous operation of auxiliary services.

• Innovate and streamline auxiliary services processes to enhance overall service delivery.

• Develop vendor and supplier relationships for auxiliary services, ensuring contract compliance and optimal service delivery.

• Manage budgets and cost controls related to auxiliary services to ensure efficient use of resources.

• Develop and implement long-term strategies for enhancing helpdesk, office services, warehousing, and auxiliary operations.

• Set clear objectives and goals that align with the company’s overall mission and strategic priorities.

• Assess risks and develop mitigation plans to ensure uninterrupted support services.

• Create and manage budgets for all support service departments, ensuring cost-effective allocation of resources.

• Monitor and control expenditures to remain within budget limits and identify opportunities for cost savings.

• Generate financial reports and track financial performance to evaluate budget adherence and cost efficiency.

• Conduct financial analysis to support decision-making and provide data-driven recommendations for service improvements.

• Enhance, review, and update policies and procedures related to helpdesk, office services, warehousing, and auxiliary operations.

• Prepare comprehensive reports on service activities and present findings to senior management.

• Explore new technologies and methods to improve efficiency in service delivery.

Requirements

Education

Bachelor’s degree in Facility Management, Science, or a related field.

Professional Qualifications (Certifications & Accreditations)

Professional Certification in Facilities Management or Travel Management.

Competencies

(Knowledge, Skills & Abilities) Excellent Computer Skills (all MS suites especially Excel), Organized and Methodical, Planning and Problem-Solving Skills, Good Communicator. Ability to work in a cooperative and collaborative manner within a culturally diverse work force.

Experience

• At least 15 - 20 years of related Experience and knowledge in Administration, Finance, management and reporting, • Demonstrates from experience that strategy development and execution (implementation) are inextricably linked

• Experience in cost controlling and contract management

• Experience leading teams and motivating others to take action and decisions.

Languages

Strong written and verbal communication skills.