Service Desk Manager

About the Role

Alfanar Projects is seeking a Service Desk Manager to join their team in Riyadh. This full-time role involves leading IT support teams, ensuring efficient technical services, and managing complex issue resolution. The ideal candidate will have 5-10 years of experience in a relevant field.

Key Responsibilities

• Lead and manage IT support teams to deliver efficient technical services and ensure optimal team performance.
• Manage workload allocation across support staff, distributing tickets and technical responsibilities effectively.
• Provide leadership, guidance, and direction to support team members, fostering a collaborative work environment.
• Conduct regular team meetings, performance reviews, and capability assessments.
• Ensure Service Level Agreement (SLA) compliance across all IT support services, monitoring performance metrics and response times.
• Implement and maintain service level reporting mechanisms to track performance against targets.
• Identify potential SLA risks proactively and implement corrective actions.
• Resolve complex technical issues across IT, serving as an escalation point for challenging 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

• Recruit, recognize, and cultivate high performers to develop a robust second line of management.
• Address low performance by guiding improvement or making necessary personnel decisions.
• Ensure fair treatment of subordinates without discrimination, basing assessments on performance and results.
• Maintain a delegation of authority matrix in line with company policy.
• Take full responsibility for operations, deliverables, and adherence to company guidelines.
• Anticipate problems and implement proactive prevention steps.
• Make timely and appropriate decisions.
• Deliver required results with quality, on time, and within cost parameters.

Business Planning and Development

• Translate corporate goals into actionable business plans.
• Plan, follow up on, and execute annual and development plans.
• Monitor plan performance, initiate actions to strengthen results, and take corrective measures.
• Provide periodic work progress reports.
• Monitor and control budgets and expenses to achieve optimum cost efficiency.
• Develop the organizational structure based on current and future requirements.
• Ensure job descriptions are available and deployed for all roles.

Process Improvement and Quality

• Develop and coordinate well-defined written systems, policies, and procedures.
• Seek automation opportunities and promote the full utilization of automated systems.
• Maintain conversance with IT solutions relevant to the job and business.
• Uphold quality as a prime competitive advantage, acting accordingly in all operations.
• Adapt to new techniques, technologies, management structures, and business models.
• Ensure a safe, secure, and legal work environment in accordance with standard regulations.

Experience and Work Type

Candidates should possess 6-10 years of relevant experience. This is a full-time position based in Riyadh.