Manager IT End User Support📣 Job Ad

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. Based in Jubail, Eastern, Saudi Arabia, this full-time role involves overseeing first-line (L1) support delivery across various company locations, including offices, administration buildings, and plant sites. The Manager IT End User Support is accountable for service desk operations, team performance and development, escalation management, IT asset management, and the continuous improvement of end-user support services, ensuring alignment with organizational standards, security policies, and Service Level Agreements (SLAs).

Leadership and Team Management

• Lead, supervise, and develop the IT End-User Support team, including L1 support specialists and field technicians across all operational locations.
• 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.
• Ensure team compliance with Health, Safety, and Environment (HSE) requirements, including the use of appropriate Personal Protective Equipment (PPE), when providing support in plant or industrial areas.

Service Desk Operations and Escalation

• Oversee end-to-end IT service desk operations, ensuring incidents and service requests logged via various channels (phone, email, chat, ticketing system like ServiceNow) are addressed within defined SLAs.
• Establish, monitor, and report on Key Performance Indicators (KPIs), ticket volumes, resolution times, and customer satisfaction metrics, driving corrective actions to address performance gaps.
• Act as the primary escalation point for complex, high-priority, or unresolved incidents, coordinating with L2/L3, Network, Infrastructure, and Cybersecurity teams for timely resolution.
• Provide periodic reports to the Senior Manager on recurring issues, ticket trends, staffing levels, and overall support performance across all locations.

IT Asset Management and Security Compliance

• Oversee standardized software and hardware deployment, including Windows 10/11 imaging, Microsoft 365 application support, and workstation refresh/replacement cycles, in compliance with organizational security baselines.
• Oversee IT onboarding and offboarding activities, ensuring timely account provisioning/deprovisioning in coordination with IT Security/Access Management.
• Oversee basic user administration activities performed by the team in Active Directory/Azure AD (password resets, account unlocks, group membership updates) in line with defined access control procedures.
• Ensure adherence to IT asset management procedures, including tagging, tracking, and maintaining accurate inventory records for issued equipment.
• Ensure team compliance with IT security policies and coordinate the execution of vulnerability remediation activities (patching, antivirus, MFA, etc.).
• Manage the IT support budget for consumables, spare parts, and equipment procurement within delegated authority.

Strategic Improvement and Collaboration

• Analyze recurring incidents and support trends to recommend and implement long-term solutions that reduce support workload and improve customer satisfaction.
• Manage relationships with external vendors and service providers for hardware repairs, replacements, and warranty claims, including SLA negotiation and performance monitoring.
• Collaborate with cross-functional IT teams (Network, Infrastructure, Cybersecurity, Applications) and business stakeholders to resolve cross-functional issues and support broader IT initiatives, including Copilot/GenAI enablement.
• Utilize experience in IT Infrastructure, Network, Applications, Cloud, and Service Desk teams to embed security-by-design principles into projects, systems, and change management processes.

Qualifications and Experience

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 12 years of progressive experience in IT end-user/technical support.
• At least 3-5 years in a supervisory or managerial role leading IT support/service desk teams.
• Prior experience preferably within an industrial or manufacturing environment.