Helpdesk Manager - SLA & Operations Lead

Premium Support Facility Management Ltd.; Saudi Arabia; On-site; SAR 120,000 - 180,000; Full time

Job summary

Premium Support Facility Management Ltd. is seeking an experienced Helpdesk Manager in Saudi Arabia to lead the helpdesk team, coordinate shift coverage, and implement escalation and work-order procedures. You will monitor SLA response and resolution times to ensure timely service delivery.

The role requires a Bachelor’s degree or diploma and 5–7 years of helpdesk or customer-service experience, plus strong client communication and reporting skills.

Qualifications

• Bachelor's degree or diploma in Business Administration, Facility Management, or Customer Service.
• 5-7 years of helpdesk or customer-service experience.

Responsibilities

• Manage helpdesk operators and shift coverage
• Establish call-handling escalation and work-order procedures
• Monitor SLA response and resolution times
• Review open overdue recurring and escalated requests
• Coordinate with technical cleaning security and site teams
• Maintain client communication and service-request records
• Prepare daily and monthly helpdesk reports
• Conduct quality checks on calls records and closure documentation

Job description

Premium Support Facility Management Ltd. is seeking an experienced Helpdesk Manager in Saudi Arabia to lead the helpdesk team, coordinate shift coverage, and implement escalation and work-order procedures. You will monitor SLA response and resolution times to ensure timely service delivery.

The role requires a Bachelor’s degree or diploma and 5–7 years of helpdesk or customer-service experience, plus strong client communication and reporting skills.