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.

Responsibilities

Manage day-to-day operations of the service desk team Ensure timely resolution of technical issues and service requests Monitor team performance to meet SLAs Implement strategies to improve service desk efficiency Foster collaboration for seamless support across teams Must Have

Bachelor’s or Master’s degree in I.T 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 Valid work permit for Saudi Arabia or Transferable Iqama Nice to have

ITIL v4 Certification (preferred) PMP (Project Management Professional) or PRINCE2 (a plus) Microsoft Certified : Modern Desktop Administrator Associate Strong analytical skills Arabic is an Advantage Key Responsibilities Oversee 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 / Experience Bachelor’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 Certifications ITIL 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 Activity

Play any sport with colleagues, the bill is covered. Trainings

12 days / year, including 2 of your choice. A full-time position Attractive salary package.

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