Service Desk Manger

2 weeks ago


الرياض, Saudi Arabia FAMA Technologies Full time

**Job Summary**:
**Key Responsibilities**:
**Service Desk Management**:
Lead and manage the service desk team, ensuring efficient handling of incidents, service requests, and escalations.

Oversee the day-to-day operations of the service desk, including ticket management, resource allocation, and performance monitoring.

Implement and enforce ITIL best practices to streamline service delivery and ensure alignment with organizational goals.

**Customer Service**:

- Maintain a high level of customer satisfaction by ensuring timely and effective resolution of issues.
- Act as the primary point of contact for escalations and complex technical problems.
- Build and maintain strong relationships with internal stakeholders and external clients.

**Process Improvement**:

- Analyze service desk performance metrics and identify areas for improvement.
- Develop and implement continuous improvement initiatives to enhance service quality and efficiency.
- Regularly review and update service desk processes and procedures in line with ITIL standards.

**Project Management**:

- Manage and coordinate IT projects, ensuring they are delivered on time, within scope, and on budget.
- Collaborate with cross-functional teams to ensure successful project execution and delivery.
- Utilize PMP methodologies to plan, execute, and close projects effectively.

**Team Leadership**:

- Recruit, train, and develop service desk staff, fostering a positive and productive team environment.
- Set performance objectives, conduct regular performance reviews, and provide coaching and mentorship.
- Ensure the team is adequately resourced and equipped to meet service level agreements (SLAs).

**Reporting and Documentation**:

- Prepare and present regular reports on service desk performance, including key metrics and trends.
- Maintain accurate and up-to-date documentation of service desk procedures, policies, and workflows.

**Qualifications**:
**Education**:

- Bachelor’s degree in Information Technology, Computer Science, or a related field.

**Certifications**:

- ITIL Certification (required)
- PMP Certification (required)

**Experience**:

- Minimum of 5 years of experience in a similar role within an IT company.
- Proven experience in managing a service desk team and handling IT service delivery.

**Skills**:

- Strong knowledge of ITIL best practices and service management principles.
- Excellent project management skills with a solid understanding of PMP methodologies.
- Exceptional leadership and team management skills.
- Strong problem-solving abilities and attention to detail.
- Excellent communication and interpersonal skills.
- Ability to work under pressure and manage multiple priorities.



  • الرياض, Saudi Arabia Wipro Limited Full time

    Riyadh, Saudi Arabia - Tech Hiring - 3122634 **Job Description**: **Job summary**: - Responsibilities:_ - Manage and monitor problem ticket trends. - Maintain and monitor incident records within the tracking system and provide assistance in their resolution when reviewing incident records. - Provide notifications to responsible managers/account managers of...


  • الرياض, Saudi Arabia D360 Bank Full time

    IT Service Desk Engineer The job role is responsible for supporting the employees with all IT-related technical support issues to determine the nature of the problem, diagnose hardware or software issues, provide effective assistance, and maintain strong customer relationships. He/she must be knowledgeable in a broad, constantly evolving assortment of...

  • Asstmgr-front Desk

    3 weeks ago


    الرياض, Saudi Arabia Marriott International, Inc Full time

    **Additional Information** **Job Number**25039730 **Job Category**Rooms & Guest Services Operations **Location**Marriott Riyadh Diplomatic Quarter, 6781 Abdullah AlSahmi Street, Riyadh, Saudi Arabia, Saudi Arabia, 12511 **Schedule**Full Time **Located Remotely?**N **Position Type** Management **JOB SUMMARY** Entry level management position that is...


  • الرياض, Saudi Arabia Stella Stays Full time

    **Stella stays - who are we?** Stella Stays is a prop-tech start-up with a mission to reinvent rental globally and a vision to create the future of living. We offer beautifully designed, thoughtfully equipped, tech-enabled residences, and a seamless digital guest experience. Established in 2019, Stella Stays is present and growing rapidly in major cities...


  • الرياض, Saudi Arabia The Emirates Group Full time

    Job Purpose: To provide a quality service to customers in respect to check-in, boarding, special services, baggage services, ticket desk and Emirates Lounge as per the criteria set forth by the Company?s commercial, safety and security policies, standards and procedures. Ensure all operational criteria are completed within specified time frames as per...

  • Leasing Manger

    1 week ago


    الرياض, Saudi Arabia Al-Futtaim Full time

    **Job Requisition ID**:163755 Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United A”rab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more...


  • الرياض, Saudi Arabia AL SHAALI MOTO LLC Full time

    Ensuring the successful and effective management of the operations, along with managing the needs of the stakeholders. manage customer relations & pricing and space efficiently, - Ensure that a safe and healthy work environment and that standards are always maintained on the Workshop site. - Identify Service staff training requirements to meet the positions...


  • الرياض, Saudi Arabia Foods gate trading Company Full time

    Reception Supervisor Job Summary The Reception Supervisor will be responsible for overseeing the daily operations of the front desk staff. Duties include greeting and directing guests, managing check-ins and check-outs, and providing assistance to guests. The Reception Supervisor will also ensure that all customer service standards are met and that all...


  • الرياض, Saudi Arabia Pinsent Masons Full time

    **Client Services Assistant **Riyadh, Kingdom of Saudi Arabia **Role Overview** Here at Pinsent Masons we bring together the best people to get the job done. We’re naturally curious, constantly learning, listening, and growing. We’ll truly value your ideas. You’ll be joining an award-winning, hardworking and commercially minded team, where you’ll...


  • الرياض, Saudi Arabia Giza Systems EG Full time

    **Responsible for 1st level IT supports according to corporate standard IT policies and procedures.** - Follow up all the company custody, Fixed Assets (Laptops, PC and Servers) for (new staff, resigned staff, temporary custody and any custody transfer) - Implement, maintain and adhere to corporate Information Security Policies - Perform account...

  • IT Support Manager

    4 weeks ago


    الرياض, Saudi Arabia CodeNinja Full time

    **Introduction to CodeNinja**: At CodeNinja, we are dedicated to empowering businesses through innovative technology solutions. As a leading provider of IT services, we pride ourselves on our commitment to excellence, customer satisfaction, and continuous improvement. Our team of skilled professionals works collaboratively to deliver cutting-edge solutions...


  • الرياض, Saudi Arabia CodeNinja Full time

    About the Role We are looking for a detail-oriented and proactive Digital & Technology Support Technician to provide comprehensive IT and digital support services. In this role, you will be responsible for managing service desk operations, offering end-user support, and ensuring the smooth operation of smart office technologies. You will collaborate with a...


  • الرياض, Saudi Arabia The Cigna Group Full time

    **Main duties and responsibilities**: - Provide technical support to onsite and remote users. - Manage / monitor IT Service Desk Incidents via call management system. - Prioritise and allocate within IT Support teams all requests. - Identify ways to improve the quality of the service provided and / or the efficiency of the processes within the IT Service...


  • الرياض, Saudi Arabia Marriott International, Inc Full time

    **Additional Information** **Job Number**24217885 **Job Category**Rooms & Guest Services Operations **Location**JW Marriott Hotel Riyadh, King Fahad Road, Riyadh, Saudi Arabia, Saudi Arabia, 13315 **Schedule**Full Time **Located Remotely?**N **Position Type** Management **JOB SUMMARY** Assists the Front Office Manager in administering front office...


  • الرياض, Saudi Arabia Marriott International, Inc Full time

    **Job Number** 24172155 **Job Category** Rooms & Guest Services Operations **Location** JW Marriott Hotel Riyadh, King Fahad Road, Riyadh, Saudi Arabia, Saudi Arabia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Supports all property operations, ensuring that the highest levels of...

  • Customer Retention

    2 weeks ago


    الرياض, Saudi Arabia Expeditors Full time

    **Company Description** “We’re not in the shipping business; we’re in the information business” -Peter Rose, Expeditors Founder Global supply chain management is what we do, but at the heart of Expeditors you will find professionalism, leadership, and a friendly environment, all of which foster an innovative, customer service-based approach to...


  • الرياض, Saudi Arabia Marriott International, Inc Full time

    **หมายเลขงาน** 24155923 **ประเภทของงาน** Rooms & Guest Services Operations **สถานที่** Four Points by Sheraton King Abdulaziz Road, King Abdulaziz Road, Riyadh, Saudi Arabia, Saudi Arabia ดูบนแผนที่ **ตารางการทำงาน**...

  • Sales Engineer

    4 weeks ago


    الرياض, Saudi Arabia Atlas Copco Services Middle East OMC Full time

    **Sales Engineer - CPI**: - Functional area: Sales - Country: Saudi Arabia - City: Riyadh - Company name: Atlas Copco Services Middle East OMC - Date of posting: Mar 4, 2025 **Your Role** - Position is based in Riyadh, Saudi Arabia, reporting to the Business Line Manger - CPI, main responsibilities for this position include: - Sales of Desoutter...


  • الرياض, Saudi Arabia Parsons Full time

    Parsons is looking for an amazingly talented **Document Control Manager **to join our team! In this role, you will join a professional engineering, construction, and cost management team that is involved in multiple projects in the King Abdullah Financial District (KAFD). KAFD is a master plan development positioned to become Riyadh’s new Central Business...


  • الرياض, Saudi Arabia HITACHI ENERGY LTD Full time

    **Description** You as a Customers Technical Support Manager will be part of Hitachi Energy business based in Riyadh, Saudi Arabia. Leading customer technical support activities during tendering, execution and after sales during warranty in full coordination with the internal stakeholders (e.g. operation sales manager, supplying units, tendering manger,...