IT Help Desk Supervisor-Saudi National

Job Description

We are seeking a skilled ManageEngine Specialist to oversee the administration and optimization of the ManageEngine Service Desk application. This role will involve managing user accounts, workflows, and system performance, while also analyzing support processes to enhance service delivery. The ideal candidate will have a strong background in IT service management and experience with ManageEngine solutions.

Key Responsibilities:

• Administer and configure the ManageEngine Service Desk application to meet organizational requirements.
  
• Manage user accounts, roles, permissions, and workflows within the Service Desk to ensure effective usage.
  
• Conduct regular maintenance and backups of the Service Desk application to ensure data integrity and availability.
  
• Analyze current support processes, recommending and implementing improvements to enhance service delivery.
  
• Review and streamline user provisioning and de-provisioning processes to optimize resource management.
  
• Generate and analyze reports on Service Desk performance metrics, including ticket resolution times, user satisfaction, and workload distribution.
  
• Provide support and guidance to users on best practices and effective usage of the ManageEngine system.
  
• Monitor system performance and security, ensuring compliance with industry standards and best practices.
  
• Generate regular reports on system usage, incidents, and resolutions to identify trends and areas for enhancement.
  
• Manage software updates and patches for all ManageEngine solutions to maintain system integrity.
  
• Coordinate maintenance activities with the Principal Buyer’s team to minimize service disruption.
  
• Collaborate closely with other IT teams to ensure seamless integration of the Service Desk with other systems.
  

Requirements

• Bachelor's degree in information technology, Computer science, or a related field.
  
• Knowledge and experience in change Management
  
• Proven experience in managing and administering ManageEngine Service Desk or similar IT service management tools.
  
• Strong understanding of IT service management (ITSM) principles and practices.
  
• Proficiency in user account management, role-based access control, and workflow configuration.
  
• Experience with data analysis and report generation related to service performance metrics.
  
• Knowledge of system security practices and compliance requirements.
  
• Strong problem-solving skills and ability to recommend process improvements.
  
• Excellent communication and interpersonal skills to support users effectively and collaborate with IT teams.
  
• Familiarity with software update and patch management processes.
  
• Ability to work independently and manage multiple priorities in a fast-paced environment.
  

Preferred Qualifications:

• ITIL certification or similar IT service management certification.
  
• Experience in conducting training sessions or workshops for end-users.
  
• Knowledge of other ManageEngine products and their integration capabilities.