Service Desk Lead

Wipro Limited; Al Jubayl; On-site; USD 40,000 - 70,000; Full time

Job summary

A leading company in the IT sector seeks an IT Service Desk Manager to lead its support team in Al Jubayl, Saudi Arabia. The candidate will be responsible for ensuring quick resolution of IT issues, monitoring performance, and maintaining high-quality customer service. Ideal applicants should have a relevant bachelor's degree, significant IT support experience, and a proven track record in team leadership.

Qualifications

• 5+ years of experience in IT support.
• At least 2 years in a leadership role.
• Strong understanding of ITIL practices.

Responsibilities

• Manage and lead the IT service desk team.
• Ensure timely resolution of IT issues and requests.
• Monitor and report on service desk performance metrics.

Skills

ITIL

Team leadership

Customer service

Incident management

Change management

Technical troubleshooting

Communication

Time management

Education

Bachelor's degree in information technology or related field

Job description

• Manage and lead the IT service desk team.
• Ensure timely resolution of IT issues and requests.
• Monitor and report on service desk performance metrics.
• Develop and implement service desk policies and procedures.
• Provide training and support to service desk staff.
• Collaborate with other IT teams to resolve complex issues.
• Facilitate communication and escalation processes within the IT department.
• Maintain up-to-date knowledge of IT support best practices.

Skills

Qualifications

• Bachelor's degree in information technology or related field.
• 5+ years of experience in IT support, with at least 2 years in a leadership role.
• Strong understanding of ITIL practices.
• Proven ability to manage and motivate a team.
• Excellent problem-solving and communication skills.
• Customer-focused approach with a commitment to quality support.

Skills

• ITIL
• Team leadership
• Customer service
• Incident management
• Change management
• Technical troubleshooting
• Communication
• Time management

Strong Team management skill