Job Purpose
• The purpose of the IT Help Desk Manager role is to develop, lead, and motivate a team of Help Desk professionals to deliver excellent technical/non-technical support with outstanding end-user service, satisfaction, and timeliness within the organization’s budget. This position has frequent contact with end-users, direct reports, peers, and superior.
Principal Accountabilities
• Reporting to the Group IT Manager, the IT Help Desk Manager will have responsibility for prioritizing, scheduling and managing the Help Desk staff and workload, locally and remotely.
• Leads, mentors, and trains a team of 8-12 IT Help Desk support professionals.
• Ensures that IT users’ requests are addressed in a timely and cost-effective manner, via internal IT resources or via external suppliers of IT services.
• Analyzes help desk enquiries to identify recurring user problems, recommend solutions, and to identify areas where help desk service can be improved.
• Develops a performance measurements framework and facilitates feedback system to team members on issues such as end-users service, and technical skills, in order to enhance the quality of support delivered.
• Participates in the development of a service level agreement (SLA) and ongoing management of service level compliance when required.
• Participates in selecting and implementation of a Help Desk ticketing system.
• Maintains and assures proper usage of the helpdesk tracking system, including maintaining a proper, well organized support knowledge base.
• Ensures that proper preventive maintenance actions are in place and applied to users’ desktops/laptops.
• Leads and participate in IT projects as requested.
• Resolves daily issues of a complex scope that impact the team and overall business objectives.
• Manages Help Desk resources for optimal performance. This will consist of resource management for incoming end-users inquiries, projects, administrative work and time allotted for holidays and paid/unpaid time off.
• Assists in the professional and technical development of team leaders, enabling them to set technical goals, monitor, mentor, coach, and assist junior team members to deliver quality support.
• Maintains current knowledge of industry trends and potential impact on the support business.
• When needed, Installs, configures, maintains, upgrades, and troubleshoots a wide range of hardware and software used throughout the organization in different locations in Riyadh and Al Khobar cities.
Communications and Working Relationships
• Interfaces with all sections of the IT Department for channeling and following-up on user requests for support.
• Maintains a high level of employee morale within the team.
• Supports the Group IT Manager with documenting and following-up on the activities and the performance of the IT Department.
• Assists Group IT Manager with the preparation and administration of departmental budget and business plans and metrics.
• Interacts with Business Units for resolving users requests.
• Interacts with external suppliers of IT maintenance and IT equipment.
• Interacts with IT suppliers to improve the IT purchasing lifetime cycle and also obtain better deals.
• Interacts and manages direct reports and IT Help Desk operational issues on a daily basis.
Job Details
| Date Posted: | 2014-11-26 |
| Job Location: | Riyadh, Saudi Arabia |
| Job Role: | Technology/IT |
| Company Industry: | Energy |
Preferred Candidate
| Career Level: | Management |
| Nationality: | Saudi Arabia |
| Degree: | Bachelor's degree / higher diploma |
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