Service Desk Manager

About the Role

Alfanar is seeking a Service Desk Manager to join its team in Riyadh, Saudi Arabia. This full-time role involves leading IT support teams to deliver efficient technical services, ensuring compliance with Service Level Agreements (SLAs), and resolving complex technical issues. The manager will also oversee workload allocation, mentor staff, and drive process improvements.

Key Responsibilities

• Lead and manage IT support teams to ensure efficient technical service delivery and optimal team performance.
• Manage workload distribution among support staff, balancing tickets and technical responsibilities.
• Provide leadership and guidance, fostering a collaborative and high-performance work environment.
• Conduct regular team meetings, performance reviews, and capability assessments.
• Ensure SLA compliance across all IT support services, monitoring performance metrics and response times.
• Implement and maintain service level reporting mechanisms and identify potential SLA risks.
• Serve as an escalation point for complex technical issues, providing expert-level troubleshooting.
• 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 build a robust second line of management.
• Guide low performers for improvement or manage their release, ensuring fair treatment of all subordinates based on performance.
• Take full responsibility for operations as per the job description and company guidelines, anticipating and preventing problems proactively.
• Deliver required results in a timely manner, meeting quality and cost standards.
• Make a tangible difference in the area of operation, exceeding business expectations.
• Transform corporate goals into business plans, monitor performance, and initiate corrective actions.
• Monitor and control budgets and expenses to achieve optimum cost efficiency.

Organizational and Process Development

• Develop the organizational structure based on current and future requirements, ensuring job descriptions are available for all roles.
• Develop and coordinate well-defined written systems, policies, and procedures, seeking automation opportunities.
• Be conversant with and able to navigate IT solutions relevant to the job and business, promoting the full use of automated systems.
• Ensure a safe, secure, and legal work environment in accordance with standard regulations.

Qualifications and Experience

• A minimum of 6-10 years of experience in a relevant field.
• Demonstrated ability to adapt to new techniques, technologies, management structures, and business models.
• Strong commitment to quality, aligning with Alfanar's competitive advantage.

Work Environment

This is a full-time position based in Riyadh, Riyadh, Saudi Arabia. The role requires active participation in IT initiatives and policy implementation to support the company's operational goals.