Job Overview
Explore the Service Desk Manager job opportunity in Saudi Arabia (SA) with alfanar. This role is ideal for experienced IT professionals with strong leadership, technical troubleshooting, IT service management, and team development skills.
The Service Desk Manager will oversee IT support operations, manage service-level agreements (SLAs), resolve complex technical issues, coordinate escalations, and improve service delivery. The role also involves managing team performance, implementing IT policies, maintaining security compliance, optimizing operational costs, and supporting business technology initiatives.
Candidates with a bachelor’s degree in Information Management Sciences and Systems or a related field, along with 6–10 years of relevant professional experience, may be suitable for this opportunity.
Job Purpose
To lead and manage IT service desk operations, ensuring efficient technical support, timely incident resolution, compliance with service-level agreements, and continuous improvement in service quality. The position is responsible for developing support teams, managing escalations, maintaining technical documentation, strengthening IT security practices, and aligning support services with organizational objectives.
Key Responsibilities
1. IT Support Team Leadership and Management
- Lead and supervise IT support teams to ensure efficient service delivery and high-quality technical assistance.
- Allocate workloads, assign tickets, and distribute technical responsibilities according to team capacity and operational priorities.
- Provide coaching, mentoring, and technical guidance to support staff.
- Conduct team meetings, performance reviews, and capability assessments to improve productivity and service quality.
- Identify high-performing employees, develop future team leaders, and support staff development.
- Address performance gaps through appropriate feedback, training, and performance improvement measures.
- Promote fairness, collaboration, accountability, and a professional working environment.
2. Service Level Agreement (SLA) Management
- Monitor IT service desk performance to ensure compliance with agreed SLAs and service quality standards.
- Track incident response times, resolution times, ticket backlogs, and other service performance indicators.
- Prepare and maintain service-level reports for management review.
- Identify service delivery risks and implement corrective actions to improve performance.
- Work with internal IT teams and external service providers to resolve service delivery issues.
- Support initiatives that improve user satisfaction, service reliability, and operational efficiency.
3. Technical Issue Resolution and Escalation Management
- Act as the escalation point for complex IT incidents, technical problems, and service requests.
- Coordinate with infrastructure, network, application, security, and other specialist teams to resolve advanced technical issues.
- Work with vendors and service providers to troubleshoot and resolve technical problems.
- Conduct or coordinate root cause analysis to identify recurring incidents and prevent future disruptions.
- Ensure technical issues are documented and resolved according to established support procedures.
- Support the implementation of corrective and preventive measures to strengthen IT service reliability.
4. IT Service Planning and Performance Management
- Translate corporate objectives into operational plans, annual targets, and service improvement initiatives.
- Monitor progress against business plans and implement corrective actions when required.
- Prepare periodic progress reports and communicate operational performance to management.
- Monitor budgets, expenses, and resource utilization to achieve cost-effective IT support operations.
- Ensure service delivery meets agreed timelines, quality requirements, and business expectations.
- Identify opportunities to improve productivity, reduce operating costs, and optimize resource allocation.
5. IT Process Improvement and Automation
- Develop, review, and maintain IT service desk policies, procedures, workflows, and operating documentation.
- Identify opportunities to automate repetitive support activities and improve service management processes.
- Promote the effective use of IT service management platforms and available technology solutions.
- Maintain accurate technical documentation, support knowledge bases, and operational records.
- Research emerging technologies and recommend solutions that improve IT support capabilities.
- Adapt to new technologies, organizational changes, and evolving business requirements.
6. IT Security and Compliance
- Ensure IT support activities follow company policies, information security requirements, and applicable regulations.
- Support the implementation of data security controls, encryption practices, and secure technology procedures.
- Promote awareness of security policies and safe IT practices among support personnel.
- Maintain a safe, secure, and compliant working environment.
- Coordinate with relevant teams to address security incidents, compliance issues, and operational risks.
7. Organizational Development and Quality Management
- Maintain clear job responsibilities, reporting structures, and delegation of authority in accordance with company policies.
- Develop team capabilities to meet current operational requirements and future business needs.
- Establish consistent service delivery standards and promote continuous improvement.
- Ensure IT support processes align with organizational quality expectations.
- Encourage accountability, innovation, and the adoption of effective management practices.
Academic Qualifications
- Bachelor’s degree in Information Management Sciences and Systems or a related field.
- Relevant IT qualifications or professional certifications in IT service management may be advantageous.
Work Experience
- 6–10 years of relevant professional experience in IT support, service desk operations, technical services, or IT service management.
- Experience managing support teams, handling technical escalations, monitoring SLAs, and improving service delivery is beneficial.
- Previous experience in a supervisory or managerial IT support role is an advantage.
Technical and Functional Competencies
Candidates should demonstrate knowledge or experience in the following areas:
- IT help desk and service desk technologies.
- IT support operations and incident management.
- SLA monitoring and service performance reporting.
- Data security, encryption tools, and techniques.
- Network technologies and emerging IT infrastructure solutions.
- Technical troubleshooting and root cause analysis.
- Technology platforms, tools, and IT service management products.
- Technical documentation and report writing.
- Technology research and evaluation of new IT solutions.
- IT process improvement, automation, and operational planning.
- Budget monitoring, workload allocation, and team performance management.
Key Skills and Professional Competencies
- Strong leadership and team management skills.
- Excellent analytical thinking and problem-solving abilities.
- Effective communication and stakeholder management.
- Sound decision-making and escalation management.
- Strong planning, organizational, and coordination skills.
- Ability to manage competing priorities and meet deadlines.
- Commitment to service quality, accountability, and continuous improvement.
- Ability to identify operational risks and implement proactive solutions.
Job Location
Saudi Arabia (SA)
Company
alfanar