Service Desk Manger

1 week 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.

  • IT Service Desk Engineer

    1 week ago

    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 days ago

    الرياض, Saudi Arabia Marriott International, Inc Full time

    **Additional Information** **Job Number**25032521 **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** Entry level management position that is responsible for leading and...

  • IT Service Desk Analyst

    1 day ago

    الرياض, Saudi Arabia Nintex Full time

    **About Nintex**: At Nintex, we are transforming the way people work, everywhere. As the global standard for process intelligence and automation, we're trusted by over 10,000 public and private sector organizations across 90 countries. Our customers, from industry giants like Amazon, Coca-Cola, and Microsoft, rely on the Nintex Platform to accelerate their...

  • Front Desk Receptionist

    3 days ago

    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...

  • Guest Services Host

    3 days ago

    الرياض, Saudi Arabia THA Staffing Full time

    **Responsibilities**: - Greet guests upon arrival and provide assistance with inquiries and requests. - Manage front desk operations, ensuring a smooth check-in and check-out process for guests. - Maintain a clean and welcoming reception area by organizing and tidying up. - Assist in coordinating guest services and ensuring their needs are met promptly. -...

  • Network Manger

    2 weeks ago

    الرياض, Saudi Arabia The Cigna Group Full time

    **Key Responsibilities**: - Perform regular network review to optimize cost and maximize value. - Lead the savings program to identify new opportunities for cost improvement in line with yearly target. - Collaborate with TPA to Build and manage the referral network. - Build new opportunities to secure discounts and rebates (network and customer based) in...

  • Automobile Workshop Manger

    1 week ago

    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...

  • Client Services Assistant

    1 week ago

    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...

  • Administrator - Service Desk (Sd1)

    3 days ago

    الرياض, Saudi Arabia Microland Full time

    **Required Skills**: Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications Behavioral | Aptitude | Communication Behavioral | Aptitude | Information Processing **Education Qualification**: Any Graduate (Engineering / Science) 2. Ability to comprehend end users from international locations over the phone 3. Recording, classifying and...

  • Administrator - Service Desk (Sd1)

    1 day ago

    الرياض, Saudi Arabia Microland Full time

    **Required Skills**: Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications Behavioral | Aptitude | Communication Behavioral | Aptitude | Information Processing **Education Qualification**: Any Graduate (Engineering / Science) 2. Ability to comprehend end users from international locations over the phone 3. Recording, classifying and...