Beneficiary Care Lead

DXC Technology; Riyadh; On-site; SAR 180,000 - 300,000; Full time

Job summary

DXC Technology in Riyadh seeks a seasoned Service Desk Lead to oversee daily operations, manage incidents, and ensure adherence to SLAs. The role requires hands-on onsite support, coordination with vendors, and a focus on process improvements.

Responsibilities include delivering end-user training, workshops, and knowledge base updates; acting as onsite contact for beneficiaries; and preparing regular performance reports to drive service quality.

Qualifications

• Strong knowledge of Service Desk operations and IT support models.
• Hands-on experience with ITIL-based practices and tools.
• Experience delivering workshops or technical training sessions.
• Solid understanding of Windows, M365, printers, networks, etc.
• Excellent troubleshooting and analytical skills.

Responsibilities

• Lead daily Service Desk activities and ensure timely handling of requests and incidents.
• Act as escalation point for complex issues to meet SLAs.
• Monitor queues, response times, resolution rates, and beneficiary satisfaction.
• Coordinate with internal IT teams, vendors, and third-party support.
• Drive continuous improvement in Service Desk processes and workflows.
• Provide onsite support and coordinate on-site visits, deployments, and troubleshooting.
• Capture onsite issues and create knowledge base articles; deliver beneficiary training.

Skills

Service Desk operations

ITIL principles

Troubleshooting

End-user computing

Workshop delivery

Communication skills

Education

Bachelor's degree in Computer Engineering or Information Systems

Tools

ServiceNow

BMC

Jira

Job description

Key Responsibilities

1. Service Desk Leadership & Operations

• Lead and oversee daily Service Desk activities to ensure timely, accurate, and professional handling of beneficiary requests and incidents.
• Act as escalation point for complex or high-priority issues, ensuring resolution within agreed SLAs.
• Monitor ticket queues, response times, resolution rates, and beneficiary satisfaction metrics.
• Ensure proper ticket categorization, documentation, and closure in the Service Management system.
• Coordinate with internal IT teams, vendors, and third-party support to resolve technical issues efficiently.
• Drive continuous improvement in Service Desk processes, scripts, and workflows.
• Ensure compliance with ITIL-based support practices and organizational policies.

2. Onsite Support & Field Coordination

• Lead and coordinate onsite support activities to ensure comprehensive coverage of beneficiary locations.
• Provide hands-on technical assistance for hardware, software, network, and application-related issues.
• Plan and manage onsite visits, deployments, upgrades, and troubleshooting activities.
• Ensure proper setup, maintenance, and replacement of end-user devices and peripherals.
• Serve as a trusted onsite point of contact for beneficiaries, addressing concerns professionally and empathetically.

Capture onsite issues, resolutions, and lessons learned for Service Desk knowledge enhancement.

• Design, plan, and deliver workshops aimed at improving beneficiary knowledge, adoption, and effective use of systems and tools.
• Conduct onboarding sessions for new beneficiaries and refresher workshops for existing users.
• Create and maintain training materials, user guides, FAQs, and knowledge base articles.
• Facilitate interactive sessions to gather beneficiary feedback and identify recurring issues or improvement areas.
• Promote best practices, self-service adoption, and digital literacy among beneficiaries.

4. Beneficiary Experience & Stakeholder Engagement

• Act as the voice of the beneficiary, ensuring their needs and challenges are communicated to relevant teams.
• Build strong relationships with beneficiaries, stakeholders, and business units.
• Track and analyze beneficiary feedback, complaints, and satisfaction surveys.
• Proactively propose improvements to enhance service quality and user experience.
• Support change management activities related to new systems, processes, or tools.

Prepare regular reports on Service Desk performance, onsite support activities, and workshop outcomes.

Analyze trends in incidents and requests to identify root causes and preventive actions.

Maintain accurate documentation of processes, procedures, and support models.

Support audits and service reviews when required.

Required Skills

Technical & Professional Skills

• Strong knowledge of Service Desk operations, IT support models, and ITIL principles.
• Hands-on experience with Service Management tools (e.g., ServiceNow, BMC, Jira, or similar).
• Solid understanding of end-user computing environments (Windows, M365, printers, networks, etc.).
• Experience delivering workshops or technical training sessions.
• Excellent troubleshooting, problem-solving, and analytical skills.

Soft Skills

• Strong communication and presentation skills (verbal and written).
• High level of empathy and customer-service orientation.
• Ability to lead, coordinate, and influence without direct authority.
• Strong organizational and time-management skills.
• Comfortable working in dynamic, onsite, and beneficiary-facing environments.

Qualifications and Certifications

• Bachelor’s degree in computer engineering, Information Systems, or related field.
• 8+ years of IT infrastructure experience, with at least 3+ years in a managerial role.
• Prior experience in a lead or senior support role is preferred.
• ITIL Foundation or equivalent certification is an advantage.