General Manager of Customer IT Services (Helpdesk)

General Manager performs the following duties and responsibilities:

1. Develops and implements strategic plans and goals of the technical support service in accordance with business needs;
2. Develops policies, procedures and regulations within its competence
3. Sets priorities in the work of the team to complete tasks within the target deadlines
4. fulfillment of the duties of Office employees assigned by the Head during their temporary absence (business trip, social leave, regular work leave, temporary disability)
5. Analyzes and evaluates the effectiveness and efficiency of the work of IT department departments using the system of accounting and registration of appeals (ITSM)
6. Monitors incidents and important events in the system of accounting and registration of appeals (ITSM-system) for the purpose of subsequent analysis and development of proactive measures to reduce downtime and reduce work disruptions.
7. Controls timely and high-quality execution of requests by all IT services in accordance with the accepted SLA/OLA
8. Monitors the performance of the technical support service, implements measures to improve efficiency and provides reports to management
9. Monitors incoming phone calls
10. Provides control and optimization of the requests management system in order to maintain its relevance and ensure the effective operation of the support service;
11. Manages the ITSM system (ITSM receiving and processing system) and all its modules;
12. Supervises and provides consulting assistance on issues within the competence of the Office
13. Carries out work to resolve conflicts, user dissatisfaction in order to find positive solutions
14. Conducts weekly analysis and review of reports, including incidents, problems, service requests, phone calls and other reporting information provided by subordinates
15. Constantly interacts with feedback, analyzing customer feedback to assess the level of satisfaction and identify areas requiring improvement;
16. Cooperates with IT departments to improve cross-functional processes and achieve organizational goals;
17. Manages internal and external Knowledge Base;
18. Participates in the management of projects related to IT and the introduction of new technologies
19. Initiates the introduction of new technologies, including artificial intelligence (AI), in order to provide uninterrupted 24/7 support to end users on basic issues;
20. Initiates and actively cooperates with other offices in the IT department within the framework of projects related to the introduction of new technologies and systems
21. Participates in the organization of testing of new technologies and tools, as well as assesses their applicability for scientific, academic and operational activities
22. Adds, changes the categories of IT services in the ticketing system, according to the IS provided by the department for faculty, students, researchers and administrative staff
23. Initiates and controls project tasks in order to optimize business processes for the provision of information technology (IT) services, using project management tools such as Microsoft Project, Asana, Jira and others.
24. Participates in the processes of identification, assessment, management, monitoring of risks within the supervised direction
25. Coordinates and participates in the search for candidates who meet the criteria for a vacant position in the process of hiring new Office employees (at recruiting sites Smart recruiters, Headhunter, etc.)
26. Carries out professional development and individual training of each employee of the team to maintain a high level of customer service
27. Supervises the appointment of new office employees
28. Conducts continuous market analysis and search for new solutions in the field of information technology, and applies the information obtained in order to improve the quality of services provided for education and scientific research
29. Forms the annual and medium-term budget of the Office, including the allocation of resources and cost control, as well as monitoring the execution of budget items in its direction
30. Assists the Head and Chief Information Officer in coordinating and monitoring the execution of contracts and budget items within their competencies
31. Promptly and efficiently fulfills the instructions of the Chief Information Officer, the Director of the Officeand the University management within the framework of his official duties and powers;
32. assists the Head in identifying opportunities for training Office employees to improve their skills by identifying training needs, as well as maintaining the current level of employees of the supervised direction
33. Fulfills the tasks of the immediate supervisor and the University management in a timely and appropriate manner
34. Adapts in a timely manner to changes in the IT sector by industries relevant to the performance of job functions defined by this job description
35. Fulfills the instructions of the Head and management of the University in a proper manner and on time
36. Complies with the requirements of the legislation of the Republic of Kazakhstan and internal documents of the University;
37. Performing official duties in good faith
38. Observes labor and service discipline;
39. Complies with the provisions of the internal documents of the University, which are generally binding
40. In case of dismissal or transfer to another position, pass to another person, determined by the Head, all available documentation and information, both on paper and electronic media, according to the act of acceptance and transfer, and the property that is in his sub-account, to the financially responsible persons of the University.

Education

Higher-professional, preferable from the higher education institutions with English language of instruction

Priority specializations:

• computer science or related field;
• information technology management

Work experience

The required work experience is determined in accordance with the standard qualification requirements for administrative positions of the autonomous organization of education “Nazarbayev University”;

• The experience of managing the helpdesk is preferable;
• Experience of managing the assigned user support team

Knowledge:

- Knowledge of the legislation of the Republic of Kazakhstan in the field of information and education;

- Work experience as a Head of Technical support;

- Successful experience in the development of internal regulatory documents: policies, procedures, regulations, rules, etc.;

- Advanced knowledge in the field of IT and organization of IT services in accordance with ITSM\ITIL practices;

- Extensive experience in working with information technology management systems and customer service (ITSM);

- Skills of working with data processing systems as an administrator;

- Deep experience with service quality management and user expectations in accordance with SLA, OLA agreements;

- Ability to effectively manage one or more large and complex projects or programs simultaneously;

- Practical experience with project management tools (MS Project, Asana, Monday, etc.), knowledge of tools and templates (including planning, development of schedules, scale and cost management);

- Advanced knowledge and experience in the application of project management methodologies, including, but not limited to, Agile, Waterfall, Scrum, Kanban and other approaches;

- Deep understanding of ways to optimize and automate processes in IT;

- Availability of certificates in the field of IT relevant to the performance of these functions (preferably ITIL, CAPM, COBIT, AI);

- Practical skills of change management in the organization (Adkar model, etc.);

- Deep knowledge and experience in Active Directory administration;

- Practical experience with MS Power BI;

- Knowledge of the principles of functioning of artificial intelligence, experience with generative AI;

Deep understanding of the principles of operation and configuration of chatbots;

- Advanced skills in preparing and conducting presentations;

- Advanced analytical skills;

- Advanced interaction skills and an individual approach to solving operational tasks;

- Advanced skills in developing and implementing quality management policies for services provided;

- Proficiency in English, Kazakh, Russian languages;

Skills:

- Nazarbayev University competency model:

- commitment to the goals of the University;

- Business correspondence skills in English, Kazakh, Russian;

- Constant desire for the development of professional expertise;

- integrity and ethical behavior;

- The ability to motivate employees and find an individual approach to each employee to achieve their goals;

- results-orientation and problem-solving;

- Client orientation;

- critical thinking;

- Developed organizational and communication skills;

- Competent oral and written speech;

- Advanced negotiation skills with vendors and suppliers;

- Deep skills in building effective business relationships;

- Ability to work in team;

- High level of responsibility;

- Developed leadership qualities;

- Systematic thinking;

- Ability to solve versatile and non-standard tasks;

- innovation and risk-taking;

- Multitasking;

- Effective time management;