IT Service Operations Lead – Global Support

Confidential; Riyadh; On-site; SAR 240,000 - 360,000; Full time

Job summary

Confidential seeks an experienced IT Service Support Unit Manager to lead the IT support unit and ensure professional, efficient, and reliable technical support services across the Group. The role oversees IT assets, incident management, and continuous improvement of support processes.

You will manage the support teams inside and outside the Kingdom, ensure 24/7 service readiness, and deliver high levels of customer satisfaction in line with policies and digital transformation objectives.

Qualifications

• Bachelor’s degree in IT, IS, Computer Engineering or related field.
• Minimum 5 years of experience in technical support or IT service management.
• Experience leading technical support teams across multiple locations.

Responsibilities

• Manage and maintain IT assets across the Group.
• Lead the technical support team inside and outside the Kingdom.
• Oversee Level 1 technical support and escalation to higher levels.
• Prepare performance reports and KPI dashboards.
• Monitor SLAs with vendors and external providers.
• Design and improve workflows for IT service support.
• Continuously improve automation of operational tasks.

Skills

Leadership

Stakeholder management

Problem solving

Communication

Reporting

Education

Bachelor’s degree in IT/IS/Computer Engineering

Job description

Confidential seeks an experienced IT Service Support Unit Manager to lead the IT support unit and ensure professional, efficient, and reliable technical support services across the Group. The role oversees IT assets, incident management, and continuous improvement of support processes.

You will manage the support teams inside and outside the Kingdom, ensure 24/7 service readiness, and deliver high levels of customer satisfaction in line with policies and digital transformation objectives.