IT Operations & Helpdesk Lead

Golf Saudi; Saudi Arabia; On-site; SAR 80,000 - 100,000; Full time

Job summary

A leading sports organization based in Saudi Arabia is seeking an IT Operations Support professional to oversee day-to-day IT services across their head office and clubs. This role requires expertise in Microsoft 365 and ITIL methodologies, as well as the ability to ensure high-quality support across a multi-site environment. Ideal candidates should have over 4 years of experience in IT operations and showcase strong customer-focused communication skills. A degree in computer science or related fields is mandatory.

Qualifications

• Minimum of 4 years of experience in IT operations, service desk, or technical support roles, preferably in multi-site environments.
• Good experience with Microsoft 365 and ITIL.
• Strong troubleshooting skills and ability to manage multiple tickets under pressure.

Responsibilities

• Handle IT support and helpdesk operations, ensuring all incidents are logged and managed effectively.
• Monitor Microsoft 365 services and support Azure Active Directory for identity management.
• Drive continuous improvement of IT operations and support processes.

Skills

End-user support for Windows devices

ITIL understanding

Basic network troubleshooting

Customer-focused communication

Education

Diploma or bachelor's degree in computer science or Information Technology

Tools

Microsoft 365

IT service management tools

Job description

Support the day-to-day IT operations and end-user support across Golf Saudi Head Office and clubs, ensuring reliable, secure, and efficient IT services. Oversee the service desk, incident and request management, and coordination with infrastructure, applications, and cybersecurity teams to resolve issues, minimize downtime, and continuously improve the end-user experience.

Responsibilities

• Handle all IT support and helpdesk operations, ensuring all incidents and requests are logged, categorized, and prioritized based on severity, business impact, and agreed service levels using the ITSM tool.
• Provide Level 1,2 support for hardware, software, network, and business applications, resolving issues using standard procedures and knowledge articles.
• Monitor and troubleshoot the Microsoft 365 environment, including Exchange Online, SharePoint, Teams, OneDrive, and other Office 365 applications.
• Monitor and support Microsoft 365 E5 license features, focusing on identity management, security, and compliance.
• Monitor and support Azure Active Directory (AAD) for identity, access management, and integrated enterprise applications.
• Monitor and troubleshoot the communication rooms, including network hardware, firewalls, software, and equipment such as air-conditioning systems and UPS.
• Provide required support for complex or recurring incidents or Escalate to specialized IT teams or external vendors, following defined workflows and tracking progress until closure.
• Manage user accounts and access permissions (creation, modification, and deactivation) in line with Golf Saudi policies, cybersecurity standards, and segregation-of-duties requirements.
• Supervision IT support for golf clubs and subsidiaries, ensuring consistent service quality and alignment with Head Office standards.
• Implement, maintain and support the varied IT infrastructure.
• Monitor ticket queues, SLAs, and trends (Problems), identifying root causes and recommending/implementing improvements, solving problems to reduce recurring issues and downtime.
• Maintain helpdesk documentation, FAQs, and troubleshooting guides to support first-time resolution and knowledge sharing.
• Plan and deliver basic awareness and training sessions for end-users on IT tools, collaboration platforms, and safe use of technology.
• Support implementation of IT changes, roll-outs, and upgrades by coordinating testing, user communication, and cut-over support.
• Responsible for technology Hardware and Software inventory.
• Perform daily/weekly/monthly housekeeping, maintenance, health checks and verify backups.
• Drive continuous improvement of IT operations and support processes, providing regular feedback and simple reports to the IT Services Manager.

Educational Background

• Diploma or bachelor’s degree in computer science, Information Technology, or another relevant field.
• Good understanding of ITIL.
• Good experience with Microsoft 365.

Experience

• Minimum of 4 years of experience in IT operations, service desk, or technical support roles, preferably across multi-site environments such as head office and branches or clubs.

Technical Skills

• Hands‑on experience in end‑user support for Windows devices, printers, mobile devices, and collaboration tools (e.g. Microsoft 365), with good understanding of basic network troubleshooting (LAN/Wi‑Fi/VPN), user account and access management, and use of ticketing / IT service management tools.

Soft Skills

• Strong customer‑focused communication and troubleshooting skills, with the ability to prioritize multiple tickets, work calmly under pressure, collaborate effectively with different stakeholders, and drive continuous improvement in service quality and user satisfaction.

Core Competencies

• Customer Centricity
• Operational Excellence
• Teamwork & Communication
• Commitment & Ownership
• IT Infrastructure Management
• Network Management
• End Users Support
• Database Management
• Digital Solutions & Applications Management
• Digital Transformation Planning & Change Management
• AI and Data Analysis Management