Beneficiary Care Lead

About the Role

DXC Technology is seeking an experienced Beneficiary Care Lead to oversee end-to-end user support services. This full-time role is based in Riyadh, Saudi Arabia, and focuses on ensuring high-quality support across Service Desk, End User Support, and onsite technical operations. The Beneficiary Care Lead will act as a central coordination and escalation point, promoting a user-first service culture.

Key Responsibilities

• Lead and oversee daily Service Desk operations, ensuring professional and efficient handling of incidents and service requests.
• Ensure achievement of agreed SLAs, response times, resolution targets, and service quality standards.
• Act as an escalation point for complex, high-priority, and cross-functional technical issues.
• Monitor ticket queues, backlog, response times, resolution rates, SLA performance, and user satisfaction.
• Coordinate with infrastructure, applications, network, security, and other technical teams to resolve user issues.
• Lead and coordinate onsite and end-user technical support activities, covering hardware, software, connectivity, and Microsoft 365 issues.
• Oversee device setup, configuration, troubleshooting, maintenance, repair, replacement, and lifecycle support.
• Act as the voice of the end user, ensuring service needs and challenges are understood by relevant support teams.
• Monitor user feedback, complaints, and satisfaction survey results to identify service improvement opportunities.
• Ensure effective management of incidents and service requests according to established ITSM processes.
• Develop regular reports covering Service Desk performance, End User Support activities, SLA achievement, and user satisfaction.
• Drive measurable service improvement initiatives based on operational data and user feedback.

Service Management and Operational Excellence

This role involves driving improvements across Service Desk processes, workflows, and self-service capabilities, ensuring operations align with established ITIL and IT Service Management practices. The Beneficiary Care Lead will support Incident, Problem, Request, Knowledge, and Change Management processes, identifying opportunities for automation and service optimization. Close collaboration with technical teams is essential to reduce recurring incidents and improve first-contact resolution.

User Experience and Stakeholder Engagement

The Beneficiary Care Lead will build strong working relationships with users, business stakeholders, technical teams, and service providers. This includes promoting a customer-focused and service-oriented culture across support teams and ensuring clear communication during service disruptions and escalations. The role also supports change management and user adoption activities related to new systems and technologies.

Candidate Profile

The ideal candidate will possess 5-10 years of experience, combining Service Desk leadership with hands-on knowledge of End User Support and IT Service Management. This role requires experience in managing user-facing support operations, handling service escalations, and ensuring SLA performance. Candidates should be proficient in ITSM processes, stakeholder engagement, and driving continuous improvement in service quality and user satisfaction. A strong customer-service mindset and technical understanding are essential to effectively coordinate support teams and address recurring issues.

Application Process

Interested candidates are encouraged to apply. Salary details for this position will be discussed during the interview process.