Manager - Help Desk
What's Your Score?
- See the score Qiddiya Investment Company's ATS gives your resume
- Get AI-rewritten bullet points
- Download Gulf-ready CV
60 seconds. $3.99 one-time.
Qiddiya Investment Company is at the forefront of developing transformative recreational and entertainment experiences in Saudi Arabia. We are currently seeking a dedicated Manager - Help Desk to lead our customer support operations. In this role, you will be responsible for ensuring exceptional service delivery and responsiveness to our internal stakeholders' IT-related issues.
Key Responsibilities
• Oversee the daily operations of the Help Desk, managing support requests, and ensuring timely resolution of issues.
• Develop, implement, and maintain Help Desk policies and procedures to enhance operational efficiency.
• Train, mentor, and lead a team of support technicians to foster a customer-centric approach and improve their technical skills.
• Monitor Help Desk performance metrics, such as response times and customer satisfaction, and implement improvements as necessary.
• Act as a point of escalation for complex technical issues, providing solutions and facilitating communication with relevant IT departments.
• Coordinate with other IT teams to ensure integrated support and effective resolution of service interruptions.
• Manage vendor relationships related to Help Desk tools and technologies, ensuring they meet operational needs.
• Compile and present regular reports to management on Help Desk performance and areas for improvement.
• Stay updated on emerging IT trends and methodologies to continuously enhance Help Desk operations. Requirements
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5+ years of experience in IT support, with at least 3 years in a management or supervisory role.
• Strong understanding of IT service management principles and best practices.
• Proficient in Help Desk software and ticketing systems.
• Excellent leadership and team-building skills with the ability to motivate and develop staff.
• Exceptional communication and interpersonal skills for effective stakeholder engagement.
• Strong analytical and problem-solving abilities with a service-oriented mindset.
• Ability to work effectively under pressure and manage multiple priorities. Benefits
Comprehensive benefits package
Requirements
- •Bachelor’s degree in Information Technology, Computer Science, or a related field
- •5+ years of experience in IT support, with at least 3 years in a management or supervisory role
- •Strong understanding of IT service management principles and best practices
- •Proficient in Help Desk software and ticketing systems
- •Excellent leadership and team-building skills
- •Exceptional communication and interpersonal skills
- •Strong analytical and problem-solving abilities
- •Ability to work effectively under pressure and manage multiple priorities
Responsibilities
- •Oversee the daily operations of the Help Desk, managing support requests
- •Develop, implement, and maintain Help Desk policies and procedures
- •Train, mentor, and lead a team of support technicians
- •Monitor Help Desk performance metrics and implement improvements
- •Act as a point of escalation for complex technical issues
- •Coordinate with other IT teams for integrated support
- •Manage vendor relationships related to Help Desk tools
- •Compile and present regular reports to management
Related Jobs
- See if your CV passes Qiddiya Investment Company's ATS filters
- Get AI-rewritten bullet points
- Download Gulf-ready CV
60 seconds. $3.99 one-time.