Service Desk/desktop Lead

21 hours ago

Riyadh, Saudi Arabia Dhara Consulting Group Full time

Today
- Secret
- Unspecified
- Unspecified
- IT - Support

Riyadh, Saudi Arabia** (ON-SITE/OFFICE)**

** Overview**

Abacus Technology is seeking a Service Desk/Desktop Lead to oversee a team of help desk and desktop support technicians providing enterprise level support for the US Military Training Mission (USMTM). This is a full-time position located in Saudi Arabia.

**Responsibilities**
- Oversee the help desk and coordinate with desktop support lead/technicians to ensure that end users are receiving the appropriate assistance.
- Manage all procedures related to the identification, prioritization, and resolution of end-user help requests, including the monitoring, tracking, and coordination of all support functions.
- Serve as the first escalation point of contact for difficult or unknown issues and customer complaints.
- Enforce pre-established help desk service levels agreements (SLA) to ensure that incident resolution expectations and timeframes are met.
- Provide various KPI (key performance indicators) to upper management.
- Analyze performance of help desk activities to identify areas and processes that can be improved to better customer satisfaction (e.g., reduced resolution times).
- Monitor fixes to ensure problems have been adequately resolved.
- Identify, recommend, develop, and maintain a knowledge base (KB) library, How tosheets, user guides, FAQ lists, and training programs to increase the computer literacy and self-sufficiency of both technicians and end-users.
- Conduct research on emerging products, services, protocols, and standards in support of the help desk.
- Create, track, and update SharePoint change records for network change requests (CRs) and facilitate the collaboration efforts between multiple IT and J-doc departments and personnel.
- Provide written and verbal status updates to upper management on all local network change requests.
- Perform scheduled department feedback sessions and periodic reviews with upper management.
- Oversee the development, implementation, and administration of help desk staff training procedures and policies.
- Oversee personnel schedule and on-call duties to ensure proper manning levels for mission completion.

**Qualifications**

**EOE/M/F/Vet/Disabled**
- **GROUP ID**: 10109595

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