Strategic 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.

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

Education

Bachelor's degree in Management Information Systems or related field

ITIL v3 Foundation

ITIL Intermediate Certificate (RCV, ST, OSA)

Project Management Certification

Job description

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.