SERVICE DESK MANAGER - ARABIC SPEAKER

Full time at a Laimoon Verified Company in Saudi Arabia

Posted on September 11, 2024

Job details

The Service Desk Manager is responsible for leading the IT service desk team to ensure the delivery of high-quality technical support services to the organization. This role involves managing daily operations, monitoring service levels, improving processes, and ensuring customer satisfaction. The Service Desk Manager acts as the primary point of contact for escalations and plays a key role in driving continuous improvement and operational efficiency. RESPONSIBILITIES: Manage, mentor, and develop the service desk team, ensuring that all staff are motivated and equipped to deliver outstanding support.Coordinate training and development programs to enhance team skills and performance.Conduct regular performance reviews and provide constructive feedback.Oversee daily operations of the service desk, ensuring that incidents and requests are resolved in a timely and efficient manner.Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure service quality and customer satisfaction.Manage the incident escalation process and ensure effective communication with stakeholders.Continuously evaluate and improve service desk processes, workflows, and tools to enhance efficiency and service quality.Implement best practices in IT service management (ITSM) and drive adoption of ITIL (Information Technology Infrastructure Library) standards.Analyze service desk performance data to identify trends, issues, and areas for improvement.Act as the primary point of contact for customer escalations, ensuring that issues are resolved to the satisfaction of the customer.Build and maintain strong relationships with internal and external customers.Gather customer feedback to inform service improvements and ensure alignment with business needs.Prepare and present regular reports on service desk performance, including incident metrics, trends, and improvement initiatives.Maintain accurate documentation of service desk processes, policies, and procedures.Ensure compliance with all relevant regulations and standards.Oversee the selection, implementation, and maintenance of service desk tools and technologies.Stay up-to-date with industry trends and emerging technologies to recommend improvements and innovations.Manage the service desk budget, including staffing, tools, and other resources.Monitor expenditures and optimize resource allocation to ensure cost-effective operations. QUALIFICATIONS Bachelors degree in information technology or related discipline10+ years of experience in IT field Expertise in setting up and managing multi-channel service desk according to ITIL best practicesProficiency in ITIL processes that involve and integrate with the service desk; ITIL certification is preferredAbility to design and operate first level support for whole-of-IT including infrastructure, security, application, operational technology, workplace servicesProficient in demand management and change schedulingAbility to meet first level support performance targets aimed at reducing ticket load to 2nd levelHands-on skills in managing single/multi shift service desk or contact center teamsAdept at coordinating the management, resolution, and closure of critical incidents while maintain customer-centricityHands-on skills in using tools such as BMC and Service NowFluency in records management, data gathering, and SLA reportingWell acquainted with managing and using knowledge databaseVerticalTechnology

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