Associate Director - Helpdesk

Qiddiya Investment Company is on a mission to redefine entertainment and lifestyle in Saudi Arabia. We are currently seeking an Associate Director - Helpdesk to lead our customer support operations, delivering exceptional service and support to all stakeholders. This role will play a critical part in ensuring that our helpdesk team operates efficiently and effectively, providing timely troubleshooting and solutions for a variety of operational challenges.

The Associate Director - Helpdesk will oversee the daily operations of the helpdesk, ensuring quality assurance and continuous improvement in service delivery. You will manage a team of support personnel, providing them with leadership and guidance as they assist employees and visitors with IT and operational inquiries. Your expertise in service management frameworks will be invaluable in streamlining processes and enhancing user satisfaction.

This role demands excellent communication skills, a customer-centric mindset, and a proactive approach to problem-solving to promote a seamless experience for all users.

Requirements

• Bachelor’s degree in Information Technology, Business Administration, or a related field; Master’s degree is an advantage.
• Minimum 7-10 years of experience in helpdesk or IT service management roles, with at least 3 years in a leadership position.
• Proven track record of managing helpdesk operations, focusing on customer service excellence and continuous improvement.
• Experience with helpdesk software and ticket systems to track and analyze helpdesk activities.
• Strong problem-solving skills with the ability to troubleshoot complex issues and provide timely solutions.
• Excellent communication skills, both written and verbal, with a strong ability to interact with diverse stakeholders.
• Knowledge of service management frameworks such as ITIL is preferred.
• Ability to work under pressure, adapt to changing priorities, and manage multiple tasks simultaneously.
• A customer-first mentality with a passion for achieving high levels of user satisfaction.
• Demonstrated ability to lead and mentor a team, fostering a collaborative and supportive environment. Benefits

Offering a comprehensive compensation and benefits package.