Manager IT End User Support

About the Role

ArcelorMittal Tubular Products Al-Jubail is seeking a Manager, IT End-User Support to lead and manage the IT End-User Support function in Al Jubail. This full-time management position involves overseeing first-line (L1) support delivery across various company locations, including offices, administration buildings, and plant sites. The role requires over 10 years of experience and focuses on ensuring efficient service desk operations and continuous improvement of end-user support services.

Key Responsibilities

• Lead, supervise, and develop the IT End-User Support team, including L1 support specialists and field technicians across all company locations.
• Oversee end-to-end IT service desk operations, ensuring incidents and service requests are addressed within defined Service Level Agreements (SLAs).
• Establish, monitor, and report on KPIs, ticket volumes, resolution times, and customer satisfaction metrics, driving corrective actions as needed.
• Act as the primary escalation point for complex or high-priority incidents, coordinating with L2/L3, Network, Infrastructure, and Cybersecurity teams.
• Oversee standardized software and hardware deployment, including Windows 10/11 imaging, Microsoft 365 application support, and workstation refresh cycles.
• Manage IT onboarding and offboarding activities, ensuring timely account provisioning/deprovisioning in coordination with IT Security/Access Management.
• Oversee basic user administration in Active Directory/Azure AD, such as password resets and group membership updates.
• Manage relationships with external vendors for hardware repairs, replacements, and warranty claims, including SLA negotiation and performance monitoring.
• Ensure adherence to IT asset management procedures, including tagging, tracking, and maintaining accurate inventory records.
• Ensure team compliance with Health, Safety, and Environment (HSE) requirements, particularly when providing support in plant or industrial areas.
• Provide periodic reports to the Senior Manager on recurring issues, ticket trends, staffing levels, and overall support performance.
• Analyze recurring incidents and support trends to recommend and implement long-term solutions.
• Ensure team compliance with IT security policies and coordinate vulnerability remediation activities.
• Manage team schedules, shift coverage, and resource allocation to ensure business continuity of support services.
• Conduct performance reviews, coaching, mentoring, and skills development planning for team members.
• Manage the IT support budget for consumables, spare parts, and equipment procurement.
• Collaborate with cross-functional IT teams and business stakeholders to resolve issues and support broader IT initiatives.

Qualifications and Experience

• A minimum of 12 years of experience in IT End-User Support or a related field.
• Proven experience in IT Infrastructure, Network, Applications, Cloud, and Service Desk teams.
• Demonstrated ability to embed security-by-design principles into projects, systems, and change management processes.
• Experience with ticketing systems such as ServiceNow is preferred.

Work Environment

This role is based in Al Jubail and operates within a full-time employment structure. The position requires managing support across diverse environments, including office, administrative, and industrial plant locations, ensuring adherence to safety protocols.