Service Desk Manger

3 months 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.



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