Service Desk Manager

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.ResponsibilitiesManage day-to-day operations of the service desk teamEnsure timely resolution of technical issues and service requestsMonitor team performance to meet SLAsImplement strategies to improve service desk efficiencyFoster collaboration for seamless support across teamsMust HaveBachelor’s or Master’s degree in I.T5+ years of experience in IT support, with at least 2 years in a managerial roleExperience working with ITIL, or other IT service management frameworksValid work permit for Saudi Arabia or Transferable IqamaNice to haveITIL v4 Certification (preferred)PMP (Project Management Professional) or PRINCE2 (a plus)Microsoft Certified: Modern Desktop Administrator AssociateStrong analytical skillsArabic is an AdvantageKey ResponsibilitiesOversee 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 / ExperienceBachelor’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 CertificationsITIL v4 Certification (preferred)Microsoft Certified: Modern Desktop Administrator Associate (optional)Each employee has a chance to see the impact of their work. You can make a real contribution to the success of the company.Several activities are often organized all year round, such as weekly sports sessions, team building events, monthly drinks, and much more.Sport ActivityPlay any sport with colleagues,the bill is covered.Trainings12 days / year, including2 of your choice.A full-time positionAttractive salary package.#J-18808-Ljbffr