Onsite IT Service Operations Lead — AI-Driven

Keeta; Kuwait City; On-site; KWD 18,000 - 30,000; Full time

Job summary

Keeta is seeking an experienced IT service manager to own onsite IT services across its offices, delivering desktop support, asset lifecycle management, and conference room/AV services in multiple countries.

You will define SLAs, leverage AI for ticket triage and trend analysis, and lead a multicultural on-site team to continually improve IT service experience and collaboration with product teams.

Qualifications

• Bachelor's degree or above, preferably in Computer Science, Information Technology, or related fields.
• 3+ years of experience in IT service management (ITSM, or onsite service operations); Global work experience preferred
• Fluent in English for effective day-to-day communication; Proficiency in Chinese or Arabic preferred
• Familiar with the processes and technologies of IT Helpdesk operations, IT asset management, and conference room operations
• Proficient in using AI tools (e.g., LLM-based assistants, automation platforms) to improve daily work efficiency and service delivery
• Excellent communication and team management skills, capable of working effectively in a multicultural environment
• Strong problem-solving skills, quick response capability, and cross-team project collaboration skills

Responsibilities

• Own the delivery of onsite IT services across Keeta's offices, including desktop support and IT asset lifecycle management.
• Define, track, and manage service SLAs; measure performance and drive improvements.
• Leverage AI to automate ticket triage, identify trends, and predict service risks.
• Identify service needs through interviews and ticket data analysis.
• Iterate service processes with AI and automation to improve IT and product experience.
• Pilot AI-powered service scenarios, like self-service and smart knowledge base.
• Manage service providers and onsite team, including workforce planning, training, and performance reviews.
• Build a high-performing onsite team and drive AI tool adoption.

Skills

Fluent in English

AI tools proficiency

Team management

Problem solving

Cross-cultural collaboration

Education

Bachelor's degree in CS/IT or related field

Tools

ITSM platforms

AI tools / LLM-based assistants

Job description

Keeta is seeking an experienced IT service manager to own onsite IT services across its offices, delivering desktop support, asset lifecycle management, and conference room/AV services in multiple countries.

You will define SLAs, leverage AI for ticket triage and trend analysis, and lead a multicultural on-site team to continually improve IT service experience and collaboration with product teams.