Service Desk Operations Manager

Flint Consulting Ltd; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading consulting firm is seeking a Service Desk Operations Manager in Riyadh to oversee the IT service desk operations. The successful candidate will manage a team, optimize workflows, and ensure excellent customer service. A Bachelor's or Master's degree in IT or related fields with 5-10 years of experience in a similar role is required. Strong knowledge of ITIL and banking regulations in Saudi Arabia is highly desirable. Fluency in Arabic and English is essential.

Qualifications

• Minimum of 5-10 years of managerial experience in IT service desk operations.
• Strong knowledge of ITIL and service management principles.
• Knowledge of Saudi Arabian compliance regulations related to banking.

Responsibilities

• Oversee day-to-day operations of the IT service desk.
• Manage a team of service desk analysts to enhance service quality.
• Monitor and optimize service level agreements (SLAs).

Skills

Leadership Skills

Problem-Solving Skills

Communication Skills (Arabic and English)

Education

Bachelor's or Master's degree in IT/Computer Science

Tools

IT Service Management Tools

Job description

Job Purpose

The Service Desk Operations Manager is responsible for overseeing the day-to-day operations of the organization's IT service desk, ensuring that all support requests are managed efficiently, and that high-quality customer service is delivered to end-users. This role involves managing a team of service desk analysts, optimizing workflows, monitoring service level agreements (SLAs), and improving the overall performance and user satisfaction of the IT support function.

Qualifications and Education Requirements

• Education: Bachelor's or Master’s degree in Information Technology, Computer Science, Business Administration, or a related field
• Experience: Minimum of 5-10 years of experience in a managerial role handling large Banks or Organization\'s IT SD Operations.
• Strong knowledge of ITIL (Information Technology Infrastructure Library) principles and service management best practices.

Technical Qualifications

• Certifications: ITIL Foundation or higher is highly desirable.
• Other IT certifications like Microsoft certifications, CCNA, CCNP, etc.

Preferred Skills

• Excellent leadership and team management skills.
• Strong problem-solving and analytical skills.
• Exceptional communication and interpersonal skills to effectively collaborate with stakeholders at all levels (Arabic and English).
• Knowledge of service management tools
• Ability to prioritize tasks and manage multiple projects simultaneously.
• Strong knowledge of Saudi Arabian compliance regulations, particularly in the banking and financial services sectors.