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Manager – IT Operations and Service Desk

Manager – IT Operations and Service Desk

King Salman International Airport Development CompanyRiyadh, Riyadh Region, Saudi Arabia
15 days ago
Job description

Manager – IT Operations and Service Desk

The Manager – IT Operations and Service Desk is responsible for overseeing the organization’s IT operations and ensuring seamless service delivery to end-users. This includes managing the Service Desk team, IT infrastructure support, incident and request management, and ensuring service-level agreements (SLAs) are met. The role involves a balance of strategic leadership, people management, and hands-on technical oversight to support business continuity and user satisfaction.

Responsibilities

1. IT Operations Management :

  • Lead and manage daily IT operations including servers, network, end-user computing, and cloud services.
  • Ensure high availability and performance of IT systems and services.
  • Implement and maintain IT operational processes, policies, and documentation in line with ITIL best practices.
  • Oversee monitoring tools to proactively identify and resolve potential issues before they impact users.
  • Ensure effective backup, disaster recovery, and business continuity planning and execution.

2. Service Desk Management :

  • Manage and mentor the Service Desk team to deliver excellent first-line and second-line technical support.
  • Ensure timely resolution of incidents and service requests as per SLAs.
  • Monitor Service Desk metrics, identify trends, and implement improvement initiatives.
  • Establish and refine ticketing system workflows and escalation procedures.
  • Act as an escalation point for complex technical issues.
  • Provide leadership, coaching, and professional development to IT support staff.
  • Set team goals, conduct performance reviews, and drive a culture of accountability and continuous improvement.
  • Manage staffing levels and scheduling to ensure adequate coverage across operating hours.
  • Oversee hardware and software inventory, procurement, and lifecycle management.
  • Manage vendor relationships, contracts, and service-level agreements related to IT operations and support services.

    • 5. Security & Compliance :

  • Ensure IT operational practices comply with organizational security policies and regulatory requirements.
  • Collaborate with Information Security and Compliance teams to support audits and implement corrective actions.
  • Identify opportunities for automation and operational efficiency.
  • Participate in or lead IT-related projects and initiatives, ensuring timely and cost-effective delivery.
  • Gather feedback from users to improve service delivery and user satisfaction.

    • Qualifications & Experience

  • Bachelor’s degree in Computer Science, Information Technology, or a related field.
  • ITIL Foundation Certification (required); ITIL Intermediate or Expert is a plus.
  • Additional certifications (e.g., Microsoft, Cisco, CompTIA, PMP) are an advantage.
  • Minimum 6–8 years of experience in IT support or operations, with at least 3–5 years in a leadership or managerial role.
  • Experience managing a 24 / 7 or global service desk environment is desirable.
  • Proven track record in managing IT infrastructure and service delivery in a mid to large-scale organization.

    • Additional Information

  • Seniority level : Mid-Senior level
  • Employment type : Full-time
  • Job function : Information Technology
  • Industries : Airlines and Aviation

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    It Manager • Riyadh, Riyadh Region, Saudi Arabia