The successful candidate will support the development of the Information Division s business plan in alignment with UDST strategy and future technology needs through its projects and initiatives. Operational: Service Desk Management: Oversee the University's IT service desk operations, ensuring timely and effective response to user inquiries and technical issues while monitoring service levels, response times, and customer satisfaction. Incident Resolution: Streamline operational procedures and employ proactive problem-solving strategies to accelerate the timely and accurate resolution of IT incidents and service requests, minimizing user disruption while identifying trends and root causes to implement preventive measures. User Training and Self-Help Resources: Develop and deliver training sessions and resources to empower users to resolve common technical issues independently and maintain a knowledge base of solutions and troubleshooting guides. Vendor and Contract Management: Strategically partner with vendors and service providers to resolve escalated technical issues and manage service agreements and procure hardware, software and services required for IT support. continuous Improvement: Challenge the status quo of support processes, identify areas for improvement and implement strategies to enhance the efficiency and effectiveness of support services. User Communication: Establish relationship with University stakeholders to engage and communicate effectively on updates on service disruptions, maintenance, technical issues and manage user expectations and maintain a high level of customer service. Budgeting and Resource Allocation: Manage the IT Support sections budget, allocating resources for staffing, training, tools, and equipment to optimize resource utilization to meet user needs and service levels. Documentation and Reporting: Safeguard critical records of incidents, service requests and resolutions to enable decision-making by tracking performance, trends and user feedback. Perform miscellaneous job-related duties as assigned. Provide professional development support and perform periodic performance reviews for direct subordinates based on UDST s Employee Performance Management framework to ensure continual high performance of employees in alignment with UDST's mission and mandate.

Desired Candidate Profile

Bachelor s degree in Computer Science or related field required. Master s degree/ professional certification is preferred. Minimum 7 years of relevant experience in IT in a Higher Education Institutes. Fluency in written and spoken English language is required. Fluency in written and spoken Arabic language is preferred.