Service Desk Manager

About the Role

alfanar Group is seeking a Service Desk Manager to join their team in Riyadh. This full-time role involves leading and managing IT support teams to deliver efficient technical services, ensuring compliance with Service Level Agreements (SLAs), and resolving complex technical issues. The manager will also oversee workload allocation, mentor staff, and drive process improvements.

Key Responsibilities

• Lead and manage IT support teams to deliver efficient technical services, ensuring optimal team performance and service quality.
• Manage workload allocation across support staff, ensuring balanced distribution of tickets and technical responsibilities.
• Provide leadership, guidance, and direction to support team members, fostering a collaborative and high-performance work environment.
• Conduct regular team meetings, performance reviews, and capability assessments to maintain team effectiveness.
• Ensure SLA compliance across all IT support services, monitoring performance metrics and response times.
• Implement and maintain service level reporting mechanisms to track performance against agreed targets.
• Proactively identify potential SLA risks and implement corrective actions to maintain service quality standards.
• Collaborate with service delivery teams to optimize SLA performance and customer satisfaction.

Accountabilities

• HR Proficiency: Recruit, recognize, and cultivate high performers, and guide low performers. Ensure fair treatment of subordinates based on performance.
• Responsibility: Take full responsibility for operations and deliverables, anticipate problems, and make timely decisions.
• Delivery: Deliver required results in a timely manner with specified quality and cost, making a tangible difference and exceeding business expectations.
• Business Planning and Performance: Transform corporate goals into business plans, monitor performance, initiate corrective actions, and control budgets.
• Organizational Development: Develop organizational structure and ensure job descriptions are available for all roles.
• Business Process Improvements: Develop and coordinate written systems, policies, procedures, and seek automation opportunities. Promote the use of automated systems.
• Quality: Act in alignment with quality as a prime competitive advantage.
• Adaptation: Adapt to new techniques, technologies, management structures, and business models.
• Health, Safety and Environment: Ensure a safe, secure, and legal work environment according to standard regulations.

Qualifications and Experience

• 5-10 years of relevant experience.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia.