IT Service Desk Manager📣 Job Ad

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.