Manager - Help Desk

Qiddiya | القدية; Riyadh; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading entertainment development firm in Saudi Arabia is seeking a Manager - Help Desk to lead customer support operations. This role involves overseeing daily operations, developing efficient procedures, and mentoring a team of support technicians. The ideal candidate will have 5+ years of IT support experience, with a strong background in leadership and IT service management principles. This position offers a comprehensive benefits package and opportunities for professional growth.

Benefits

Comprehensive benefits package

Qualifications

• 5+ years of experience in IT support, with at least 3 years in a management role.
• Proven leadership skills to train and mentor staff.
• Strong analytical abilities and problem-solving mindset.

Responsibilities

• Oversee daily Help Desk operations and support requests.
• Develop and maintain Help Desk policies and procedures.
• Monitor performance metrics and implement improvements.
• Act as a point of escalation for complex technical issues.

Skills

IT service management

Team leadership

Problem-solving

Communication skills

Customer service orientation

Education

Bachelor's degree in Information Technology

Tools

Help Desk software

Ticketing systems

Job description

Overview

Qiddiya Investment Company is at the forefront of developing transformative recreational and entertainment experiences in Saudi Arabia. We are currently seeking a dedicated Manager - Help Desk to lead our customer support operations. In this role, you will be responsible for ensuring exceptional service delivery and responsiveness to our internal stakeholders' IT-related issues.

Responsibilities

• Oversee the daily operations of the Help Desk, managing support requests, and ensuring timely resolution of issues
• Develop, implement, and maintain Help Desk policies and procedures to enhance operational efficiency
• Train, mentor, and lead a team of support technicians to foster a customer-centric approach and improve their technical skills
• Monitor Help Desk performance metrics, such as response times and customer satisfaction, and implement improvements as necessary
• Act as a point of escalation for complex technical issues, providing solutions and facilitating communication with relevant IT departments
• Coordinate with other IT teams to ensure integrated support and effective resolution of service interruptions
• Manage vendor relationships related to Help Desk tools and technologies, ensuring they meet operational needs
• Compile and present regular reports to management on Help Desk performance and areas for improvement
• Stay updated on emerging IT trends and methodologies to continuously enhance Help Desk operations

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field
• 5+ years of experience in IT support, with at least 3 years in a management or supervisory role
• Strong understanding of IT service management principles and best practices
• Proficient in Help Desk software and ticketing systems
• Excellent leadership and team-building skills with the ability to motivate and develop staff
• Exceptional communication and interpersonal skills for effective stakeholder engagement
• Strong analytical and problem-solving abilities with a service-oriented mindset
• Ability to work effectively under pressure and manage multiple priorities

Benefits

Comprehensive benefits package