Job Purpose

• The purpose of the IT Help Desk Manager role is to develop, lead, and motivate a team of Help Desk professionals to deliver excellent technical/non-technical support with outstanding end-user service, satisfaction, and timeliness within the organization’s budget. This position has frequent contact with end-users, direct reports, peers, and superior.

Principal Accountabilities

• Reporting to the Group IT Manager, the IT Help Desk Manager will have responsibility for prioritizing, scheduling and managing the Help Desk staff and workload, locally and remotely.

• Leads, mentors, and trains a team of 8-12 IT Help Desk support professionals.

• Ensures that IT users’ requests are addressed in a timely and cost-effective manner, via internal IT resources or via external suppliers of IT services.

• Analyzes help desk enquiries to identify recurring user problems, recommend solutions, and to identify areas where help desk service can be improved.

• Develops a performance measurements framework and facilitates feedback system to team members on issues such as end-users service, and technical skills, in order to enhance the quality of support delivered.

• Participates in the development of a service level agreement (SLA) and ongoing management of service level compliance when required.

• Participates in selecting and implementation of a Help Desk ticketing system.

• Maintains and assures proper usage of the helpdesk tracking system, including maintaining a proper, well organized support knowledge base.

• Ensures that proper preventive maintenance actions are in place and applied to users’ desktops/laptops.

• Leads and participate in IT projects as requested.

• Resolves daily issues of a complex scope that impact the team and overall business objectives.

• Manages Help Desk resources for optimal performance. This will consist of resource management for incoming end-users inquiries, projects, administrative work and time allotted for holidays and paid/unpaid time off.

• Assists in the professional and technical development of team leaders, enabling them to set technical goals, monitor, mentor, coach, and assist junior team members to deliver quality support.

• Maintains current knowledge of industry trends and potential impact on the support business.

• When needed, Installs, configures, maintains, upgrades, and troubleshoots a wide range of hardware and software used throughout the organization in different locations in Riyadh and Al Khobar cities.

Communications and Working Relationships

• Interfaces with all sections of the IT Department for channeling and following-up on user requests for support.

• Maintains a high level of employee morale within the team.

• Supports the Group IT Manager with documenting and following-up on the activities and the performance of the IT Department.

• Assists Group IT Manager with the preparation and administration of departmental budget and business plans and metrics.

• Interacts with Business Units for resolving users requests.

• Interacts with external suppliers of IT maintenance and IT equipment.

• Interacts with IT suppliers to improve the IT purchasing lifetime cycle and also obtain better deals.

• Interacts and manages direct reports and IT Help Desk operational issues on a daily basis.