Tiered Support Manager

Full Time @ Supreme Committee for Delivery & Legacy Sector: Computer, Software & IT
  • Doha, Qatar
  • Date Posted : July 16, 2022
  • Salary: Negotiable
  • Share:

About the job

*6-month contract based in Doha, QATAR*

Job summary

We are seeking a talented individual to join our team as a Hayya Tiered Support Manager. This position is directly responsible for the overall operation of the Hayya Support Team, at Physical Hayya Service Centers, on-site, across the country. This position is directly responsible for the daily productivity as well as the support service delivery excellence of Technical Support.

Key responsibilities

  • Supervising Hayya Mobile and Web Portal application support across all physical Hayya centres
  • Manage tiered support team member activities, scheduling and attendance
  • Monitoring individual team member standards & handling disciplinary issues, coaching and evaluating where necessary
  • Maintain and analyse productivity to determine effectiveness and service levels
  • Works closely with partners, suppliers, contractors, SC staff & employees and all stakeholders to meet fan needs
  • Monitor the overall quality of service provided by the tiered support team
  • Handle and channel all received escalations received via telephone, correspondence and/or e-mail
  • Establish and implement goals, objectives, policies, and operating procedures e.g. incident management etc.
  • Demonstrate enthusiastic support of Hayya mission, core values, and long-term objectives
  • Continually solicit stakeholder feedback to gain insight on the clients’ experience, perception of processes, and areas of improvement

Education and certifications

Bachelor’s degree (preferably in Computer Science or Information Technology) or any relevant field

Experience and skills

  • Minimum of 3+ years’ previous manager experience
  • Must be able to work under high pressure, adaptive, spontaneous, environment
  • Previous Event experience is preferable
  • Previous Technical Support experience is preferable
  • Must be extremely detail-oriented & a strong decision maker with a proven ability to successfully lead
  • Proven ability to organize and manage multiple operations across different locations
  • Must be able to communicate direction accurately and effectively in both verbally and in writing
  • Interpersonal skills: ability to understand and relate to a wide range of stakeholders
  • Conflict handling: ability to handle client and associates’ issues and provide an effective resolution
  • Ability to multi-task in a fast-paced environment
  • Mobile and Web based application experience preferable

Related Jobs