Helpdesk Manager: Lead IT Support & Service Excellence

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

Benefits offered by this job

Competitive salary and benefits

Leadership role in IT experience

Training and career growth

Job summary

Strattmont is seeking a Helpdesk Manager to lead our IT support function and deliver fast, friendly service to every employee. You will manage the helpdesk team, own ticket quality and SLAs, and continuously improve support for users, devices and business applications.

You will oversee day-to-day operations, define KPIs, coordinate escalations to other IT teams and drive proactive, self-service improvements while maintaining strong customer service in English.

Qualifications

• Bachelor's degree in IT or related field (or equivalent experience).
• 8+ years in IT support or service desk roles, including 2+ years leading a support team.
• Strong hands-on knowledge of Windows, macOS, Microsoft 365 or Google Workspace, Active Directory/Entra ID and basic networking.
• Experience running an ITSM tool and working to SLAs and ITIL-based processes.
• Proven ability to manage workload, prioritise under pressure and handle difficult escalations.
• Excellent customer-service mindset and communication skills in English; additional languages are a plus.
• Experience producing KPI reports and presenting results to management.

Responsibilities

• Lead, coach and schedule the helpdesk and service desk team (L1/L2), including shift coverage and onboarding of new hires.
• Own day-to-day support operations: ticket triage, escalation, resolution and user communication.
• Define, track and report on SLAs and KPIs (first response time, resolution time, first-contact resolution, backlog, CSAT).
• Manage the ITSM platform (Jira Service Management, ServiceNow, Freshservice or similar), including workflows, knowledge base and automation.
• Oversee user lifecycle tasks: onboarding/offboarding, account provisioning, access requests and device setup.
• Support endpoints and business tools: Windows/macOS, Microsoft 365 / Google Workspace, Active Directory / Entra ID, MDM (Intune, Jamf), VPN and printers.
• Coordinate escalations to infrastructure, security and application teams; lead major-incident communication.
• Manage hardware and software asset inventory, licences and vendor relationships.
• Identify recurring issues, run root-cause analysis and drive preventative fixes and self-service improvements.
• Create and maintain support documentation, policies and user training material.

Skills

Windows

macOS

Microsoft 365

Google Workspace

Active Directory/Entra ID

Networking basics

ITIL knowledge

Customer service

English communication

Education

Bachelor's degree in IT or related field

Tools

Jira Service Management

ServiceNow

Freshservice

Job description

Strattmont is seeking a Helpdesk Manager to lead our IT support function and deliver fast, friendly service to every employee. You will manage the helpdesk team, own ticket quality and SLAs, and continuously improve support for users, devices and business applications.

You will oversee day-to-day operations, define KPIs, coordinate escalations to other IT teams and drive proactive, self-service improvements while maintaining strong customer service in English.