Service Desk Lead - End-User & Onsite Support

DXC Technology Company; Riyadh; On-site; SAR 250,000 - 380,000; Full time

Job summary

DXC Technology Company is seeking an experienced Beneficiary Care Lead to oversee end-to-end user support across Service Desk, End User Support, and onsite technical services. You will drive high-quality support, SLA attainment, and continuous service improvement while coordinating with users, vendors, and technical teams to promote a strong user-first culture.

The role leads daily operations, incident management, and stakeholder engagement to ensure a consistent, professional experience across

Responsibilities

• Lead daily Service Desk operations, ensuring incidents and service requests are handled promptly and professionally.
• Ensure achievement of SLAs, response times, resolution targets, and service-quality standards.
• Act as escalation point for complex, high-priority issues and coordinate with multiple teams.
• Monitor queues, backlog, response times, resolution rates, and user satisfaction.
• Ensure accurate ticket categorization, prioritization, and closure in the ITSM system.
• Coordinate with infrastructure, applications, network, security, and vendors for issue resolution.
• Drive improvements to Service Desk processes, knowledge articles, scripts, and self-service.
• Align operations with ITIL and IT Service Management practices.
• Lead onsite and end-user support activities for hardware, software, connectivity, and business apps.
• Oversee device setup, configuration, troubleshooting, and lifecycle support.
• Maintain consistent, professional support across user groups and locations.
• Identify recurring issues and implement permanent solutions with relevant teams.
• Capture lessons learned and resolutions in the knowledge base.
• Support knowledge-transfer activities and technical workshops as needed.
• Voice of the end user: ensure needs and challenges are understood by support teams.
• Build strong relationships with users, stakeholders, and service providers.
• Monitor user feedback and satisfaction surveys, identifying service-quality improvements.
• Promote a customer-focused culture and drive change management and user adoption.
• Provide clear communication during disruptions and escalations.
• Ensure incidents and requests are managed per ITSM processes.

Job description

DXC Technology Company is seeking an experienced Beneficiary Care Lead to oversee end-to-end user support across Service Desk, End User Support, and onsite technical services. You will drive high-quality support, SLA attainment, and continuous service improvement while coordinating with users, vendors, and technical teams to promote a strong user-first culture.

The role leads daily operations, incident management, and stakeholder engagement to ensure a consistent, professional experience across