(Service Desk Manager Tier )📣 Job Ad

About the Role

MIS - Al Moammar Information Systems Co. is seeking a dedicated and experienced Service Desk Manager Tier 1 to join our team in Riyadh, Saudi Arabia. This full-time role involves leading and overseeing the daily operations of the Tier 1 Service Desk, ensuring high-quality technical support and an optimal user experience for our clients.

Key Responsibilities

• Lead and provide daily supervision to the Service Desk (Tier 1) team, including ticket distribution, guiding team members, and fostering their skill development.
• Monitor Service Desk performance using ticketing management systems such as ServiceNow, Jira, or Zendesk, ensuring adherence to Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Review the quality of support services and ensure compliance with established procedures and the Knowledge Base to deliver an optimal user experience.
• Coordinate with Tier 2 and Tier 3 teams for the escalation of complex technical issues, tracking them through to resolution and closure.
• Oversee technical asset management, which includes the distribution, retrieval, and maintenance of peripheral devices.
• Prepare periodic performance reports for management on Service Desk operations, analyze recurring issues, and propose root cause solutions.
• Develop and update the Knowledge Base to facilitate rapid request processing and reduce resolution times.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a closely related field.
• A total of 5 to 10 years of experience in technical support, with at least two years in managing and leading technical support teams.
• Practical experience in managing and supporting end-users, specifically in Desktop Support / Help Desk environments.

Technical Skills

• Proficiency in utilizing Ticketing Systems.
• Solid understanding of user account management using Active Directory.
• Preferably holds one of the following certifications: ITIL Foundation, CompTIA A+, or Microsoft MS-900.

Leadership and Communication

The ideal candidate will possess excellent leadership and communication skills, demonstrating the ability to interact effectively with diverse user groups and guide a technical support team towards achieving service excellence.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, offering an opportunity to contribute to a dynamic information systems environment and lead a critical support function.