IT Service Desk Manager📣 Job Ad

About the IT Service Desk Manager Role

ASMO is seeking an experienced IT Service Desk Manager to oversee and direct the operations of its IT service desk. This full-time position, based in Saudi Arabia, requires a professional to ensure end-users receive efficient and effective technical support, troubleshooting, and incident resolution. The role involves establishing service desk processes, standards, and procedures, while managing a team of analysts and specialists supporting various IT and business solutions.

Key Responsibilities and Accountabilities

The IT Service Desk Manager will be responsible for:

• Overseeing the management of IT incidents and service requests reported by end-users, ensuring proper logging, categorization, prioritization, and assignment for resolution.
• Establishing and maintaining service desk metrics and performance indicators to measure operational efficiency and effectiveness. This includes analyzing performance data, generating reports for the Infrastructure & Service Operations Director, and using these metrics to identify areas for improvement and optimize performance.
• Managing incident escalation procedures to ensure complex or critical incidents are promptly escalated to the appropriate support teams or management.
• Evaluating, implementing, and managing service desk tools, software, and technologies, such as ticketing systems, knowledge bases, and self-service portals, to enhance operations. Ensuring staff are trained on and effectively utilize these tools.
• Ensuring all service desk processes are thoroughly documented, consistently audited, and regularly improved.

Required Qualifications and Experience

Candidates for this role should possess the following qualifications:

• A Bachelor’s degree in Computer Science, Information Technology, or an equivalent from a recognized and accredited university.
• A Master’s degree in Computer Science, Information Technology, or an equivalent from a recognized and accredited university is preferred.
• An ITIL Foundation Certification, or any other relevant certification, is preferred.
• Demonstrated proficiency in both oral and written English.
• A minimum of 9 years of experience in a relevant IT field, with at least 3 years in a supervisory position or similar level.

Essential Skills and Knowledge

The ideal candidate will have a strong foundation in:

• IT Operations management.
• IT Service Management principles and practices.

Work Environment and Type

This is a full-time position located in Saudi Arabia. The role involves managing a team and overseeing the daily operations of the IT service desk.