CNS is a technology company that powers the future by providing digital solutions essential to support all enterprise and human development. While growing and managing a robust pool of supplier-partners for the benefit of our clients has always been a priority, we are constantly re-inventing ourselves.

Founded in 1987 with more than 30 years of experience, CNS employs over 320 employees including more than 250 certified engineers. We offer in-depth expertise and a range of best-in-class products that support the digital transformation of all major industries. With offices in three countries, we have an extensive reach into, and regional knowledge of the Middle East markets.

A shift into levering our many years of experience to develop pioneering software in-house will add yet another dimension to our highly innovative solutions-portfolio.

Leads the team by assigning, prioritizing, monitoring, tracking, and coordinating the Customers’ needs to ensure service level agreements are achieved in time.  Acts as a Single Point Of Contact (SPOC) for Vendors as well as accountable for managing Customers’ expectations to ensure all Customer needs are handled and resolved with highest quality standards

• People Management
• Ensure that appropriate staffing levels are maintained to support attainment of service level objectives
• Supervises Service Desk by identifying and defining schedules, setting priorities, providing direction to ensure service level agreements are maintained
• Ensure that the Service Desk and client processes, policies and procedures are consistently communicated to and followed by the team members
• Monitor and manage performance of the teams as a whole to ensure quality is monitored at all times.
• Operations Management
• Monitor SLA levels and review team’s contribution to ensure all requests are actioned or referred appropriately within agreed timescales.
• Proactively identify and communicate operational and performance issues and propose solutions to Management
• Work with the teams to ensure all issues are addressed, documented and completed
• Manage day-to-day operations and follow-up with suppliers/subcontractors to ensure the completion of services and customer satisfaction.
• Provide regular reports and updates on Service to the Line Manager

• Incident and Problem Management

•      Ensure that the Incident and Problem Management processes are followed and all required documentation is regularly updated.

•      Ensure that Preventative maintenance cases are logged, tracked and monitored

•      Ensure clients are provided efficient and timely first and second level support

• Client Services Management

•      Manage escalations and ensure correct assignment of resources and full problem resolution

•      Acts as initial point of contact to accommodate call volume, crisis situations and any business impacting opportunities that detract from team’s effectiveness

• Bachelor’s Degree.
• Minimum 6 years’ experience as Senior/Team Lead role in IT or Telecommunication field.
• Manage the team and provide mentoring, coaching & direction setting to team members.
• Regularly makes decisions and takes independent actions on matters directly affecting the quality of service provided.
• Certification in ITIL V3
• Demonstrated knowledge of IT Service Management systems.
• Excellent knowledge of the Microsoft application suite and end user machines

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• Collaborative and innovative work environment.
• Access to cutting-edge technologies.