Beneficiary Care Lead

DXC Technology; Riyadh; On-site; SAR 240,000 - 480,000; Full time

Job summary

DXC Technology is seeking a Beneficiary Care Lead to manage end-to-end support for beneficiaries through Service Desk operations, onsite technical assistance, and structured workshops. You will coordinate with beneficiaries, support teams, and stakeholders to ensure timely resolutions and high user satisfaction.

The role requires ITIL knowledge, hands-on experience with Service Management tools (ServiceNow, BMC, Jira), and the ability to lead, train, and mentor teams onsite.

Qualifications

• 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.

Responsibilities

• Lead and oversee daily Service Desk activities to ensure timely, accurate, and professional handling of beneficiary requests and incidents.
• Onsite visits: coordinate hardware, software, network, and application issues; plan deployments and upgrades.
• Design, plan, and deliver workshops to improve beneficiary knowledge and system adoption.
• Build relationships with beneficiaries and stakeholders; track feedback and drive improvements.
• Prepare regular reports on Service Desk performance and incident trends; maintain documentation.

Skills

ITIL

Service Desk ops

Vendor coordination

End-user computing

Workshop delivery

Troubleshooting

Stakeholder engagement

Education

Bachelors in IT

Bachelors in CS/IS

Tools

ServiceNow

BMC

Jira

Job description

The Beneficiary Care Lead is responsible for delivering a high-quality end-to-end support experience for beneficiaries through Service Desk operations, onsite technical support, and structured workshops. The role ensures timely issue resolution, user satisfaction, continuous service improvement, and effective knowledge transfer. Acting as a key point of coordination between beneficiaries, support teams, and stakeholders, the Beneficiary Care Lead promotes a beneficiary-first mindset across all support channels.

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.