Service Desk Operations Manager

Job Purpose

The Service Desk Operations Manager is responsible for overseeing the day-to-day operations of the organization's IT service desk, ensuring that all support requests are managed efficiently, and that high-quality customer service is delivered to end-users. This role involves managing a team of service desk analysts, optimizing workflows, monitoring service level agreements (SLAs), and improving the overall performance and user satisfaction of the IT support function. Qualifications and Education Requirements

Education : Bachelor's or Master’s degree in Information Technology, Computer Science, Business Administration, or a related field Experience : Minimum of 5-10 years of experience in a managerial role handling large Banks or Organization\'s IT SD Operations. Strong knowledge of ITIL (Information Technology Infrastructure Library) principles and service management best practices. Technical Qualifications

Certifications : ITIL Foundation or higher is highly desirable. Other IT certifications like Microsoft certifications, CCNA, CCNP, etc. Preferred Skills

Excellent leadership and team management skills. Strong problem-solving and analytical skills. Exceptional communication and interpersonal skills to effectively collaborate with stakeholders at all levels (Arabic and English). Knowledge of service management tools Ability to prioritize tasks and manage multiple projects simultaneously. Strong knowledge of Saudi Arabian compliance regulations, particularly in the banking and financial services sectors.

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