Service Desk Manager "Saudi National"

Join Solutions; Riyad Al Khabra; On-site; SAR 180,000 - 300,000; Full time

Job summary

A leading IT firm in Al-Qassim Province is seeking a Service Desk Manager (Saudi National) to oversee daily operations of the service desk and lead the team towards continuous improvement. The ideal candidate will possess a Bachelor's degree in a relevant field, a strong background in ITIL, and experience in managing IT service processes. The role requires excellent communication and leadership skills to engage with stakeholders effectively and drive operational efficiency.

Qualifications

• 5+ years of IT experience.
• 2+ years of experience as a Process Owner.
• PM certification is advantageous.
• At least 5+ years IT experience and 2+ years as Process Owner.

Responsibilities

• Oversee requests, incidents, and problems.
• Develop and mature phone/ticket escalation processes.
• Ensure the Service Catalog is published with accurate information.
• Conduct service and operation performance reviews.
• Promote the service desk with senior management.

Skills

Strategic thinking skills

Ability to do tactical execution

High emotional intelligence

Basic understanding of IT structure

Excellent oral and written presentation skills

Demonstrated effective leadership skills

Advanced written and verbal communication skills

Problem solving

Change management

Team development

Education

Bachelor's degree in Management Information Systems or related field

ITIL v3 Foundation

ITIL Intermediate Certificate (RCV, ST, OSA)

Project Management Certification

5+ years IT experience

2+ years as Process Owner

Job description

About the job Service Desk Manager "Saudi National"

Weare looking for a Service Desk Manager (Saudi)who is responsible for managing dailyoperations of the service desk, managing the service desk team, representingthe team to other stakeholders, and helping to ensure that the service desk isconstantly developing and improving

Responsibilities

• Oversee requests, incidents, and problems.Manages and coordinates urgent and complicated support issues. Act as anescalation point for all requests and incidents. Develop and maturephone/ticket escalation processes to ensure free-flowing escalation andinformation within the organization
• Strongcommunication skills, including the ability to be influential and persuasivewith stakeholders.
• Ensure the ServiceCatalog is published promptly with accurate information about operationalservices
• Ensure that theinformation in the Service Catalog is consistent with information in theService Portfolio
• Strategic design ofthe Enterprise Catalog and Service Portfolio and drive toward a single systemof engagement.
• Carries out theProcess Manager responsibilities for the Service Catalog Management process
• Effectivelymanaging, developing, and training the service desk team.
• Ensuring that allprocesses used by the service desk are thoroughly documented, consistentlyaudited, and regularly improved.
• Conducting andsharing results from service and operation performance reviews.
• Promoting theservice desk with senior management and ensuring that it is correctly viewed asa core business asset.
• Coordinating and managing all relevantstakeholders, including the support desk team, customers, and other teams involvedin service desk operations.

Education

• Bachelor's degree inManagement Information Systems, Computer Information Systems, Computer Science,or a related field
• ITILv3 Foundationis required
• ITIL IntermediateCertificate in Release, Control, and Validation (RCV) or Service Transition(ST) or Operational Supports and Analysis (OSA) is a vital asset.
• A Project management certification is aplus.
• 5+ years of IT experience
• 2+ years of experience as a Process Owner

Skills

• Strategic thinking skills
• Ability to do tactical execution
• High emotional intelligence
• Basic understanding of IT structure
• Ability to work in a dynamic and demandingenvironment
• Ability to communicate effectively with alllevels of management Ability to make complex information accessible
• Excellent oral and written presentationskills.
• Demonstrated ability to coordinatecross-functional work teams toward task completion
• Demonstrated effective leadership andanalytical skills
• Advanced written andverbal communication skills are a must
• Capable of designing and implementingpractices, processes, and procedures that effectively utilize people andtechnology.
• Able to organize people and activities tomaximize process efficiency and effectiveness and define metrics to measureprocess outcomes.
• Excellent communication, teaching, andnegotiation skills
• Deep understanding of ITIL approach,principles, and processes
• Excellent English skills (spoken and written)
• Broad understanding of IT technologies andbusiness considerations