IT Service Desk Manager📣 Job Ad
in Asmo
about 8 hours ago
| Contract Type | Full-time | |
| Workplace type | Remote | |
| Location | Saudi Arabia |
About the Role
ASMO is seeking an experienced and dedicated IT Service Desk Manager to lead its IT service desk operations. This role is responsible for ensuring end-users receive efficient and effective technical support, troubleshooting, and timely incident resolution. The IT Service Desk Manager will establish robust service desk processes and standards, and manage a team supporting technical, workplace, IT, and business solutions.
Key Responsibilities
- Oversee the comprehensive handling of all IT incidents and service requests, ensuring accurate logging, categorization, prioritization, and assignment for resolution.
- Establish and maintain key service desk metrics and performance indicators to measure operational efficiency and effectiveness.
- Analyze performance data, generate reports, and present findings to the Infrastructure & Service Operations Director to identify areas for improvement and optimize performance.
- Manage and refine incident escalation procedures to ensure complex or critical incidents are appropriately escalated.
- Evaluate, implement, and manage essential service desk tools, software, and technologies, including ticketing systems, knowledge bases, and self-service portals.
- Ensure all service desk processes are thoroughly documented, audited, and regularly improved.
- Train service desk staff on the proper utilization of implemented tools and technologies.
Qualifications and Requirements
- A Bachelor's degree in Computer Science, Information Technology, or an equivalent field from a recognized university is mandatory.
- A Master's degree in Computer Science, Information Technology, or an equivalent field from a recognized university is preferred.
- An ITIL Foundation Certification, or any other relevant certification, is preferred.
- Proficiency in both oral and written English communication is required.
- A minimum of 9 years of experience in a similar field, with at least 3 years in a supervisory position or at a similar level.
Required Skills
- IT Operations
- IT Service Management
Work Environment and Application Details
This is a full-time position based in Saudi Arabia. The role requires a minimum of 10 years of experience in the IT field. The deadline for applications is one month from the posting date.
Requirements
- Requires +10 Years experience
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