IT Internal Services & Solutions Manager

- Lead the IT helpdesk team to provide excellent internal customer services and resolve IT technical issues
- In charge of the IT Services and oversee all daily IT services activities in the department with solutions
- Interact with internal users of all levels from local or global offices to help resolve IT related issues and provide advice/solutions promptly
- Follow up with internal customers to identify areas of improvement
- Manage the IT Helpdesk, admin and services team and evaluate the performance
- Act as the core IT contact person for any escalation of user service support issues and provide consultative advice to all level of users
- Set specific customer service standards with SLA
- Contribute to improving customer support by actively responding to queries and handling complaints
- Monitor and evaluate current system problems in the business process
- Oversee the IT Infrastructure:

• Networks: Data center, offices, firewalls, Routes, switchs, VPN, …
• Servers: Window, Linux servers, ….
• Softwares: CRM, ERP, WEB, .....
• Backups

- Provide IT service to all departments in the Corporate with the proper solution ontime
- Support members in the IT department to solve user problems
- Monitor the working schedule of IT members in the department
- Coordinate with group IT to implement and manage IT projects
- Ensure all procedures related to Information & Communication Technology and data security/integrity on track Budget planning, prepare the yearly budget