Beneficiary Care Lead

DXC Technology Company; Riyadh; On-site; SAR 250,000 - 380,000; Full time

Job summary

DXC Technology Company is seeking an experienced Beneficiary Care Lead to oversee end-to-end user support across Service Desk, End User Support, and onsite technical services. You will drive high-quality support, SLA attainment, and continuous service improvement while coordinating with users, vendors, and technical teams to promote a strong user-first culture.

The role leads daily operations, incident management, and stakeholder engagement to ensure a consistent, professional experience across

Responsibilities

• Lead daily Service Desk operations, ensuring incidents and service requests are handled promptly and professionally.
• Ensure achievement of SLAs, response times, resolution targets, and service-quality standards.
• Act as escalation point for complex, high-priority issues and coordinate with multiple teams.
• Monitor queues, backlog, response times, resolution rates, and user satisfaction.
• Ensure accurate ticket categorization, prioritization, and closure in the ITSM system.
• Coordinate with infrastructure, applications, network, security, and vendors for issue resolution.
• Drive improvements to Service Desk processes, knowledge articles, scripts, and self-service.
• Align operations with ITIL and IT Service Management practices.
• Lead onsite and end-user support activities for hardware, software, connectivity, and business apps.
• Oversee device setup, configuration, troubleshooting, and lifecycle support.
• Maintain consistent, professional support across user groups and locations.
• Identify recurring issues and implement permanent solutions with relevant teams.
• Capture lessons learned and resolutions in the knowledge base.
• Support knowledge-transfer activities and technical workshops as needed.
• Voice of the end user: ensure needs and challenges are understood by support teams.
• Build strong relationships with users, stakeholders, and service providers.
• Monitor user feedback and satisfaction surveys, identifying service-quality improvements.
• Promote a customer-focused culture and drive change management and user adoption.
• Provide clear communication during disruptions and escalations.
• Ensure incidents and requests are managed per ITSM processes.

Job description

We are looking for an experienced Beneficiary Care Lead to lead and oversee end-to-end user support services across Service Desk, End User Support, and onsite technical support operations.

The role is responsible for ensuring high-quality support, timely issue resolution, SLA achievement, user satisfaction, operational consistency, and continuous service improvement.

The Beneficiary Care Lead will act as a key coordination and escalation point between end users, technical support teams, vendors, and other stakeholders, promoting a strong user-first service culture across all support channels.

Key Responsibilities

Service Desk Leadership & Operations

• Lead and oversee daily Service Desk operations, ensuring incidents and service requests are handled professionally and efficiently.
• Ensure achievement of agreed SLAs, response times, resolution targets, and service-quality standards.
• Act as an escalation point for complex, high-priority, and cross-functional technical issues.
• Monitor ticket queues, backlog, response times, resolution rates, SLA performance, and user satisfaction.
• Ensure accurate ticket categorization, prioritization, documentation, escalation, and closure within the ITSM platform.
• Coordinate with infrastructure, applications, network, security, and other technical teams to resolve user issues.
• Work effectively with vendors and third-party service providers where additional support is required.
• Drive improvements across Service Desk processes, workflows, knowledge articles, scripts, and self-service capabilities.
• Ensure operations are aligned with established ITIL and IT Service Management practices.

End User & Onsite Support

• Lead and coordinate onsite and end-user technical support activities.
• Ensure effective support for hardware, software, connectivity, peripherals, Microsoft 365, and business application issues.
• Oversee device setup, configuration, troubleshooting, maintenance, repair, replacement, and lifecycle support.
• Ensure consistent and professional support across different user groups and locations.
• Identify recurring end-user issues and work with relevant technical teams to implement permanent solutions.
• Ensure lessons learned and technical resolutions are captured within the Service Desk knowledge base.
• Support knowledge-transfer activities and technical workshops where required.

User Experience & Stakeholder Engagement

• Act as the voice of the end user, ensuring service needs, priorities, and challenges are understood by relevant support teams.
• Build strong working relationships with users, business stakeholders, technical teams, and service providers.
• Monitor user feedback, complaints, and satisfaction survey results.
• Identify opportunities to improve service quality and the overall support experience.
• Promote a customer-focused and service-oriented culture across support teams.
• Support change-management and user-adoption activities related to new systems, processes, technologies, and tools.
• Ensure clear communication during service disruptions, escalations, and significant support issues.

Service Management & Operational Excellence

• Ensure effective management of incidents and service requests according to established ITSM processes.
• Drive proper escalation and follow-up of recurring or high-impact issues.