IT Service manager

Join Solutions; Dammam; On-site; SAR 167,400 - 223,200; Full time

Job summary

A technology firm in Saudi Arabia is seeking an experienced IT Service Manager (Saudi National) to lead the service desk team, implement ITIL best practices, and enhance IT service performance. The ideal candidate will hold a bachelor's degree in IT and have over 5 years of service desk management experience. Key responsibilities include managing IT assets, resolving escalated issues, and conducting audits. This position offers a chance to drive internal IT relationships and improve employee engagement.

Qualifications

• Minimum bachelor’s degree in any IT discipline.
• 5+ years of experience in service desk management.
• Strong analytical, problem-solving, and communication skills.

Responsibilities

• Manage service desk team and ensure skill development.
• Drive ITIL best practices and monitor service performance.
• Resolve issues escalated by end users.
• Audit IT operations and assist security teams in assessments.
• Plan user awareness and training activities.

Skills

Analytical skills

Problem-solving skills

Communication skills

Leadership ability

Education

Bachelor’s degree in IT discipline

Tools

ITSM tool (Ivanti)

Job description

We are looking for a IT Service manager “Saudi National” To be responsible for Planning, organizing, controlling, and evaluating IT assets inventory and procurement needs and processes.

Key Duties

• Day-to-day management of service desk team, coach them, develop their skills and build internal collaboration.
• Drive ITIL best practices, including and not limited to: incidents, problems, change, assets, service request, service catalogue, knowledge management, SLA, service desk and other ITIL areas.
• Monitor individuals and drive IT service performance and KPI’s
• Design, manage and maintain requests within SLA’s across the entire business.
• Adopt AZAQ IT processes, measurements, and standards across the group.
• Hold accountable for all aspects of IT operations services performance issues, problems, and escalations.
• Work closely with technical, applications and security teams to provide necessary support.
• Responsible for resolving issues escalated by end users.
• Manage onboarding/offboarding processes, be the main contact with HR onboarding and recruitment team and hold responsible for all IT equipment, software licenses and accesses preparations.
• Administrating ITSM tool (Ivanti) and ensure information reliability and up to date.
• Identify problems and repetitive incidents in IT operations and implement strategic solutions.
• Audit all IT operations areas, like active users, assets, and assist applications/security teams in their assessments.
• Plan and lead for end user awareness and training.
• Proactively enhance IT services with continuous service improvement initiatives.
• Develop and maintain ITSM knowledge base, SharePoint IT library and training materials.
• Draft reports/documents such as incident reports, executive summaries, IT communication emails and coordinate with the right channels for publishing.
• Assist on preparing annual budget for the entire group.
• Maintain IT equipment, tools and assets and hold accountable.
• Drive internal IT/Business relationship, improve employee engagement with continual service improvement.
• Align IT activities with business needs.

Requirements

• Minimum bachelor’s degree – any IT discipline
• 5+ years' experience in service desk management.
• Strong analytical, problem-solving and communication skills.
• Emotional intelligent with excellent leadership ability and team spirit.