Service Desk Manager

About the Role

Alfanar is seeking a Service Desk Manager to join their team in Riyadh. This full-time role involves leading 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 within the IT support function.

Key Responsibilities

• Lead and manage IT support teams to ensure efficient technical service delivery and optimal team performance.
• Manage workload allocation for support staff, ensuring balanced distribution of tickets and technical responsibilities.
• Provide leadership, guidance, and direction to foster a collaborative and high-performance work environment.
• Conduct regular team meetings, performance reviews, and capability assessments.
• Ensure SLA compliance across all IT support services, monitoring performance metrics and response times.
• Implement and maintain service level reporting mechanisms and identify potential SLA risks.
• Resolve complex technical issues, serving as an escalation point for challenging technical problems.
• Provide expert-level troubleshooting and problem-solving for advanced technical incidents.
• Coordinate with specialized technical teams and vendors to resolve complex infrastructure and application issues.
• Implement root cause analysis procedures to prevent recurring technical problems.

Accountabilities and Management Focus

• Recruit, recognize, and cultivate high performers to develop a robust second line of management.
• Address low performance through guidance or necessary action, ensuring fair treatment of all subordinates based on performance.
• Take full responsibility for operations and deliverables, adhering to company guidelines.
• Anticipate problems and implement proactive prevention steps, making timely and proper decisions.
• Deliver required results in a timely manner, meeting quality and cost standards, and exceeding business expectations.
• Transform corporate goals into business plans, monitor performance, and initiate corrective actions.
• Monitor and control budgets and expenses to achieve optimum cost efficiency.
• Develop organizational structures and ensure job descriptions are available for all roles.
• Develop and coordinate written systems, policies, and procedures, seeking automation opportunities.
• Promote the full use of automated systems and ensure a safe, secure, and legal work environment.

Qualifications and Experience

• A minimum of 5 to 10 years of relevant experience.
• Proficiency in HR practices related to team management and performance assessment.
• Ability to navigate and utilize IT solutions relevant to the role and business.
• Adaptability to new techniques, technologies, management structures, and business models.

Work Environment

This is a full-time position based in Riyadh. The role requires a commitment to quality as a prime competitive advantage and adherence to health, safety, and environmental regulations.