IT Service Desk Manager📣 إعلان

About the IT Service Desk Manager Role

ASMO is seeking an experienced IT Service Desk Manager to oversee and direct the operations of its IT service desk. This full-time position, based in Saudi Arabia, requires a professional to ensure end-users receive efficient and effective technical support, troubleshooting, and incident resolution. The role involves establishing service desk processes, standards, and procedures, while managing a team of analysts and specialists supporting various IT and business solutions.

Key Responsibilities and Accountabilities

The IT Service Desk Manager will be responsible for:

• Overseeing the management of IT incidents and service requests reported by end-users, ensuring proper logging, categorization, prioritization, and assignment for resolution.
• Establishing and maintaining service desk metrics and performance indicators to measure operational efficiency and effectiveness. This includes analyzing performance data, generating reports for the Infrastructure & Service Operations Director, and using these metrics to identify areas for improvement and optimize performance.
• Managing incident escalation procedures to ensure complex or critical incidents are promptly escalated to the appropriate support teams or management.
• Evaluating, implementing, and managing service desk tools, software, and technologies, such as ticketing systems, knowledge bases, and self-service portals, to enhance operations. Ensuring staff are trained on and effectively utilize these tools.
• Ensuring all service desk processes are thoroughly documented, consistently audited, and regularly improved.

Required Qualifications and Experience

Candidates for this role should possess the following qualifications:

• A Bachelor’s degree in Computer Science, Information Technology, or an equivalent from a recognized and accredited university.
• A Master’s degree in Computer Science, Information Technology, or an equivalent from a recognized and accredited university is preferred.
• An ITIL Foundation Certification, or any other relevant certification, is preferred.
• Demonstrated proficiency in both oral and written English.
• A minimum of 9 years of experience in a relevant IT field, with at least 3 years in a supervisory position or similar level.

Essential Skills and Knowledge

The ideal candidate will have a strong foundation in:

• IT Operations management.
• IT Service Management principles and practices.

Work Environment and Type

This is a full-time position located in Saudi Arabia. The role involves managing a team and overseeing the daily operations of the IT service desk.