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Open nowFirst seen 4 days ago

Service Desk Manager

KSA7 open roles

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Your applicationOpen nowService Desk ManagerKSA

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: first seen 4 days ago

The posting

FAMA Technologies is looking for a Service Desk Manager to lead the IT support team and ensure the efficient resolution of technical issues while delivering exceptional customer service.

The ideal candidate will be responsible for overseeing the daily operations of the service desk, monitoring performance, and implementing best practices to continuously improve IT support services. This role will require strong leadership, problem-solving skills, and a focus on enhancing the overall support experience for clients and internal teams.

Customer Relationship

Personal Evolution

Autonomy

Administrative Work

Technical Expertise

Responsibilities

  • Manage day-to-day operations of the service desk team
  • Ensure timely resolution of technical issues and service requests
  • Monitor team performance to meet SLAs
  • Implement strategies to improve service desk efficiency
  • Foster collaboration for seamless support across teams

Must Have

  • Bachelor’s or Master’s degree in I.T
  • 5+ years of experience in IT support, with at least 2 years in a managerial role
  • Experience working with ITIL, or other IT service management frameworks
  • Perfect written English & Arabic
  • Highly creative and autonomous
  • Valid work permit for Saudi Arabia or Transferaable Iqama

Nice to have

  • ITIL v4 Certification (preferred)
  • PMP (Project Management Professional) or PRINCE2 (a plus)
  • Microsoft Certified: Modern Desktop Administrator Associate
  • Strong analytical skills
  • Arabic is an Advantage

Key Responsibilities

  • Oversee the daily service desk operations, ensuring timely response and resolution of IT issues.
  • Develop and enforce IT support policies, procedures, and best practices.
  • Ensure compliance with ITIL (Information Technology Infrastructure Library) frameworks for efficient service management.
  • Lead, mentor, and develop the service desk team to improve performance and efficiency.
  • Provide training and skill development opportunities for service desk staff.
  • Conduct regular performance evaluations and provide feedback to team members.
  • Monitor and manage IT service requests, incidents, and escalations.
  • Identify recurring issues and implement problem management solutions to minimize disruptions.
  • Ensure critical issues are resolved promptly, minimizing impact on business operations.
  • Maintain a high level of customer satisfaction by ensuring quality IT support.
  • Act as the point of escalation for complex or unresolved technical issues.
  • Implement user feedback and continuous improvement initiatives.
  • Track and report key performance indicators (KPIs), such as response time, resolution time, and customer satisfaction.
  • Generate monthly reports on service desk performance and incident trends.
  • Recommend improvements based on data analysis and industry best practices.
  • Oversee the use and maintenance of IT service management (ITSM) tools.
  • Collaborate with IT teams to ensure system availability and security compliance.
  • Implement automation solutions to improve service desk efficiency.

Education / Experience

  • Bachelor’s or Master’s degree in Information Technology, Computer Science, or a related field.
  • 5+ years of experience in IT support, with at least 2 years in a managerial role.
  • Experience working with ITIL, or other IT service management frameworks.

Preferred Certifications

  • ITIL v4 Certification (preferred)
  • PMP (Project Management Professional) or PRINCE 2 (a plus)
  • Microsoft Certified: Modern Desktop Administrator Associate (optional)

Our Product

Discover our products.

READ

What We Offer

Each employee has a chance to see the impact of his work. You can make a real contribution to the success of the company.

Several activities are often organized all over the year, such as weekly sports sessions, team building events, monthly drink, and much more

Sport Activity

Play any sport with colleagues, the bill is covered.

Trainings

12 days / year, including 2 of your choice.

Perks

A full-time position Attractive salary package.

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