IT Service Support Unit Manager

Confidential; As Sudiyah; On-site; OMR 23,000 - 46,000; Full time

Job summary

Confidential is seeking an experienced IT Service Support Unit Manager to lead the IT support unit and ensure professional, efficient, and reliable technical support services across the Group.

The role will manage IT service support operations, maintain IT assets, and lead support teams inside and outside the Kingdom, delivering high levels of customer satisfaction in line with policies and digital transformation goals.

Qualifications

• Bachelor's degree in IT or related field.
• Minimum 5 years of experience in technical IT support, IT service support, or IT service management.
• Experience leading technical support teams across multiple locations.
• Experience operating service desk functions in a 24/7 support model.
• Strong understanding of IT service management practices: incident, change, SLAs, and knowledge management.

Responsibilities

• Manage and maintain IT assets across the Group.
• Implement and monitor compliance with policies and procedures related to IT service support.
• Lead the technical support team inside and outside the Kingdom and train team members.
• Oversee Level 1 technical support and escalate complex incidents as needed.
• Prepare regular performance reports and operational KPI dashboards for management.
• Monitor IT support KPIs in line with approved standards.
• Maintain high levels of customer satisfaction across all locations.
• Oversee IT asset handover, return, tracking, and documentation processes.
• Continuously improve automation of operational tasks to increase efficiency.
• Design, maintain, and improve workflows, rules, and operating procedures for IT service support.
• Supervise incident management, change management, service improvement, and knowledge base practices.
• Monitor SLAs with vendors and external support providers.

Skills

Leadership experience

Stakeholder management

Strong communication

Problem-solving

Education

Bachelor's degree in Information Technology / Information Systems / Computer Engineering

Job description

We are seeking an experienced IT Service Support Unit Manager to lead the IT support unit and ensure professional, efficient, and reliable technical support services across the Group. The role will be responsible for managing IT service support operations, maintaining IT assets, leading support teams inside and outside the Kingdom, and ensuring high levels of customer satisfaction in line with approved policies, service standards, and digital transformation objectives.

Key Responsibilities:

• Manage and maintain IT assets across the Group.
• Implement and monitor compliance with policies and procedures related to IT service support.
• Lead the technical support team inside and outside the Kingdom and ensure team members are trained to deliver professional support services.
• Oversee Level 1 technical support for all IT services and manage escalation of complex incidents to higher support levels or relevant parties.
• Prepare regular performance reports and operational KPI dashboards for management.
• Implement and monitor IT support KPIs in line with approved standards.
• Maintain high levels of internal and external customer satisfaction across all supported locations.
• Oversee IT asset handover, return, tracking, and documentation processes.
• Continuously improve automation of operational tasks to increase efficiency.
• Design, maintain, and improve workflows, rules, and operating procedures for IT service support.
• Supervise the implementation of incident management, change management, service improvement, enhancement processes, and knowledge base practices.
• Monitor service-level agreements SLAs with vendors and external support providers to ensure compliance with agreed standards.
• Perform any other duties within the scope of the role as assigned by direct management.

Requirements:

• Bachelor's degree in Information Technology, Information Systems, Computer Engineering, or a related field.
• Minimum of 5 years of experience in technical support, IT service support, or IT service management.
• Leadership experience managing technical support teams inside and outside the Kingdom.
• Experience operating service desk functions in a 24/7 support model.
• Experience managing IT assets and automating operational support processes.
• Strong understanding of IT service management best practices, including incident management, change management, SLAs, and knowledge management.
• Strong reporting, communication, stakeholder management, and problem-solving skills.
• Ability to manage support operations across multiple locations and maintain service quality under pressure.