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

Preferred Qualifications :

Requirements

Education & Experience Bachelor’s degree in Computer Science, Information Technology, or a related field. 3–5 years of hands-on experience as a System Administrator or similar IT infrastructure role. Prior experience working with Nexthink platform is mandatory. Experience working in a corporate or enterprise IT environment. Technical Skills Strong knowledge of Nexthink platform, including administration, configuration, troubleshooting, and reporting. Familiarity with ITSM tools and ticketing systems (e.g., ServiceNow, Remedy). Proficient in Windows and Linux operating systems. Experience with system performance monitoring and optimization. Understanding of networking, end-user computing, and IT infrastructure. Ability to generate reports and insights based on system and user data. Experience in incident handling, root cause analysis, and change management. Soft Skills Strong analytical and problem-solving skills. Ability to communicate effectively with technical and non-technical stakeholders. Organized, self-motivated, and capable of managing multiple priorities. Ability to work independently and as part of a team.