User Experience & Service Desk Lead

DXC Technology; Riyadh; On-site; SAR 240,000 - 480,000; Full time

Job summary

DXC Technology is seeking a Beneficiary Care Lead to manage end-to-end support for beneficiaries through Service Desk operations, onsite technical assistance, and structured workshops. You will coordinate with beneficiaries, support teams, and stakeholders to ensure timely resolutions and high user satisfaction.

The role requires ITIL knowledge, hands-on experience with Service Management tools (ServiceNow, BMC, Jira), and the ability to lead, train, and mentor teams onsite.

Qualifications

• Bachelor’s degree in computer engineering, Information Systems, or related field.
• 8+ years of IT infrastructure experience, with at least 3+ years in a managerial role.
• Prior experience in a lead or senior support role is preferred.
• ITIL Foundation or equivalent certification is an advantage.

Responsibilities

• Lead and oversee daily Service Desk activities to ensure timely, accurate, and professional handling of beneficiary requests and incidents.
• Onsite visits: coordinate hardware, software, network, and application issues; plan deployments and upgrades.
• Design, plan, and deliver workshops to improve beneficiary knowledge and system adoption.
• Build relationships with beneficiaries and stakeholders; track feedback and drive improvements.
• Prepare regular reports on Service Desk performance and incident trends; maintain documentation.

Skills

ITIL

Service Desk ops

Vendor coordination

End-user computing

Workshop delivery

Troubleshooting

Stakeholder engagement

Education

Bachelors in IT

Bachelors in CS/IS

Tools

ServiceNow

BMC

Jira

Job description

DXC Technology is seeking a Beneficiary Care Lead to manage end-to-end support for beneficiaries through Service Desk operations, onsite technical assistance, and structured workshops. You will coordinate with beneficiaries, support teams, and stakeholders to ensure timely resolutions and high user satisfaction.

The role requires ITIL knowledge, hands-on experience with Service Management tools (ServiceNow, BMC, Jira), and the ability to lead, train, and mentor teams onsite.