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Contract TypeContract TypeFull-time
Workplace typeWorkplace typeRemote
LocationLocationSaudi 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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