Service Desk Manager

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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 IT 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 Perfect written English & Arabic Highly creative and autonomous 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 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) PMP (Project Management Professional) or PRINCE2 (a plus) Microsoft Certified : Modern Desktop Administrator Associate

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