Mohammed Abdulbari

About the Candidate

IT Support & Contact Centre Manager

The role involves overseeing the daily operations of IT Support team to ensure that end users and
business systems run smoothly.

• Lead, mentor, and manage the IT support team, including technicians, service desk analysts, and support engineers.
• Oversee the resolution of technical issues, including hardware, software, and network problems, ensuring timely resolution.
• Ensure service levels are maintained through monitoring and prioritizing ticket management.
• Manage the IT service desk and ensure compliance with SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).
• Track, analyse, and report on support performance metrics, identifying areas for improvement.
• Implement and maintain processes to ensure consistent and high-quality service delivery.
• Collaborate with external vendors and service providers to ensure hardware and software support aligns with business needs.
• Identify cost-saving opportunities, such as process automation or vendor renegotiation.
• Manage IT assets, including hardware inventories, software licenses, and maintenance schedules.
• Develop and implement training programs to enhance employees’ technical skills and improve
self-service capabilities.

Contact Centre Management Oversee a 24×7 Contact Centre providing technical and non technical support (Level 1 & Level 2) through various channels, including call, email, ticketing, social media, and chat. Ensure that operational  goals for business partners are met, including KPIs, SLAs, First Contact Resolution (FCR), and
Customer Satisfaction (SCAT).

• Call Centre Design and Implementation Design and implement call center scripts, including Interactive Voice Response (IVR) systems, prompts, and standard templates.

• ITSM Tools Integration Manage, support, and integrate ITSM tools for incidents, service requests, problem management, change management, and asset management. Responsible for knowledge management and
regular updates to FAQs.

• Process Development Create and implement new and updated standard operating processes, procedures, and policies, including quality manuals, quality audit forms, work instructions, and dashboards/report formats.
• Bid Process Experience Possess experience in managing bid processes and developing commercial and technical proposals (RFPs).

• Omni-Channel Experience Skilled in working with omni-channel solutions and related tools.
• Client and Management Liaison Serve as the point of contact between management and clients, facilitating team meetings and service performance reviews.

• Recruitment and Training Responsible for CV screening, interviewing, hiring, and training new IT Support Manager/ Contact Centre Manager