Service Desk Manager

📣 إعلان

منذ ساعة واحدة تقريباً

	نوع العقد	دوام كامل
	طبيعة الوظيفة	بالموقع
	الموقع	الرياض

وصف الوظيفة

About the Role

Alfanar Projects is seeking a Service Desk Manager to join their team in Riyadh. This full-time role involves leading IT support teams, ensuring efficient technical services, and managing complex issue resolution. The ideal candidate will have 5-10 years of experience in a relevant field.

Key Responsibilities

Lead and manage IT support teams to deliver efficient technical services and ensure optimal team performance.
Manage workload allocation across support staff, distributing tickets and technical responsibilities effectively.
Provide leadership, guidance, and direction to support team members, fostering a collaborative work environment.
Conduct regular team meetings, performance reviews, and capability assessments.
Ensure Service Level Agreement (SLA) compliance across all IT support services, monitoring performance metrics and response times.
Implement and maintain service level reporting mechanisms to track performance against targets.
Identify potential SLA risks proactively and implement corrective actions.
Resolve complex technical issues across IT, serving as an escalation point for challenging problems.
Provide expert-level troubleshooting and problem-solving for advanced technical incidents.
Coordinate with specialized technical teams and vendors to resolve complex infrastructure and application issues.
Implement root cause analysis procedures to prevent recurring technical problems.

Accountabilities and Management

Recruit, recognize, and cultivate high performers to develop a robust second line of management.
Address low performance by guiding improvement or making necessary personnel decisions.
Ensure fair treatment of subordinates without discrimination, basing assessments on performance and results.
Maintain a delegation of authority matrix in line with company policy.
Take full responsibility for operations, deliverables, and adherence to company guidelines.
Anticipate problems and implement proactive prevention steps.
Make timely and appropriate decisions.
Deliver required results with quality, on time, and within cost parameters.

Business Planning and Development

Translate corporate goals into actionable business plans.
Plan, follow up on, and execute annual and development plans.
Monitor plan performance, initiate actions to strengthen results, and take corrective measures.
Provide periodic work progress reports.
Monitor and control budgets and expenses to achieve optimum cost efficiency.
Develop the organizational structure based on current and future requirements.
Ensure job descriptions are available and deployed for all roles.

Process Improvement and Quality

Develop and coordinate well-defined written systems, policies, and procedures.
Seek automation opportunities and promote the full utilization of automated systems.
Maintain conversance with IT solutions relevant to the job and business.
Uphold quality as a prime competitive advantage, acting accordingly in all operations.
Adapt to new techniques, technologies, management structures, and business models.
Ensure a safe, secure, and legal work environment in accordance with standard regulations.