Customer IT Services Office Manager

Manager performs the following duties and responsibilities:

1. Registers incidents and events in the Accounting System (ITSM) to reduce downtime and prevent disruptions;
2. Monitors the timely execution of applications, ensures their processing within the established service level agreements (SLA, OLA);
3. Compiles reports evaluating the effectiveness of all services and personnel of the IS department, providing them to the higher management for the analysis of the results of operational activities;
4. Handles incoming phone calls and makes outgoing calls in order to solve user requests;
5. Maintains the ticketing management system, ensures its relevance and optimization for the effective operation of the support service;
6. Analyzes, processes and classifies incoming requests;
7. Maintains and updates all the technical and logical functionality of the ITSM system (ITSM receiving and processing system) and all modules of this system;
8. Provides consulting and methodological assistance on issues within the competence of the Office;
9. Informs the NU community about significant events, incidents and upcoming preventive measures related to the organization's IT infrastructure using e-mail and the Information Services Management System (ITSM system);
10. Registers, analyzes and compiles reports on statistics of phone calls and requests in order to identify trends, common problems and areas requiring improvement within the support service, using the PowerBI tool;
11. Provides data for generating reports evaluating the effectiveness of all services and personnel of the IS department to higher management for analyzing the results of operational activities;
12. Interacts with IS divisions to solve complex technical problems that require escalation and coordination;
13. Coordinates diagnostics and fixes malfunctions and technical problems remotely;
14. Provides face-to-face and remote (via RDP, RMS, AnyDesk, MS Quick Assist, etc.) technical support and provides consulting assistance to end users of the University;
15. Updates and manages the internal and external Knowledge Base, provides relevant and useful information to users and employees of the IS Department;
16. Supports the elements of Artificial Intelligence and Machine Learning to ensure uninterrupted user support for basic queries and requests;
17. Cooperates with divisions of the IS Department within the framework of common projects related to the introduction of new technologies and systems;
18. Participates in the processes of identification, assessment, management, monitoring of risks within the supervised direction
19. Participates in project 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;
20. Searches for candidates who meet the criteria for the vacant position in the process of hiring new Office employees (at recruiting sites Smart recruiters, Headhunter, etc.);
21. Participates in the development and updating of instructions and manuals for new university users and IT staff, helping them to familiarize themselves with systems and procedures;
22. Promptly and efficiently fulfills the instructions of the Chief Information Officer, the Director of the Office and the University management within the framework of his official duties and powers;
23. Fulfills the tasks of the immediate supervisor and the University management in a timely and appropriate manner;
24. Timely and high-quality execution of other orders of the Head and management of the University within the framework of their official duties and powers;
25. Complies with the requirements of the legislation of the Republic of Kazakhstan and internal documents of the University;
26. Performing official duties in good faith;
27. Observes labor and service discipline;
28. Is responsible for ensuring the integrity of official documents, as well as preventing the disclosure or leakage of confidential and business information, as well as restricted access information in accordance with the legislation, the Charter and internal documents of the Employer;
29. In case of dismissal, he is responsible for the timely transfer of all paper documentation, digital information, inventory to another employee at the direction of his direct supervisor (according to the act of acceptance and transfer).

Requirements

Qualifications

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 must meet one of the following requirements:

• with Master's degree, professional experience should be not less than 1 year in the areas corresponding to functional areas of a specific position; or
• with Specialist or Bachelor degree, work experience should be at least 3 years in the areas corresponding to the functional areas of a given position in the public service, international and/or national companies, or at least 2 years of work experience at the University and/or its organizations.