Service Desk & ITSM Leader — Operational Excellence

Confidential

Saudi Arabia

On-site

SAR 260,000 - 460,000

Full time

3 days ago

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Job summary

Confidential is seeking an experienced Service Desk Manager to lead IT Service Desk operations, ensuring exceptional service delivery, ITIL-aligned governance, and strong incident management across enterprise environments. You will monitor SLAs, drive continuous improvement, manage KPIs, and collaborate with infrastructure, applications, cybersecurity, and support teams to resolve complex issues.

The ideal candidate has a Bachelor's degree, ITIL/HDI certifications, and 10+ years in service desk

Qualifications

Bachelor's degree in computer science, information technology, information systems, or related field.
ITIL, HDI, or equivalent ITSM certifications are highly preferred.

Responsibilities

Lead daily Service Desk operations and ensure high-quality service delivery.
Manage incident management, requests, and escalation processes within SLAs.
Monitor tickets, workloads, queues, and KPI trends for continuous improvement.
Collaborate with infrastructure, applications, cybersecurity, and support teams to resolve issues.
Maintain and enhance the Service Desk knowledge base to improve first-call resolution.