Manager - Help Desk

Qiddiya Investment Company is at the forefront of developing transformative recreational and entertainment experiences in Saudi Arabia. We are currently seeking a dedicated Manager - Help Desk to lead our customer support operations. In this role, you will be responsible for ensuring exceptional service delivery and responsiveness to our internal stakeholders' IT-related issues.ResponsibilitiesOversee the daily operations of the Help Desk, managing support requests, and ensuring timely resolution of issuesDevelop, implement, and maintain Help Desk policies and procedures to enhance operational efficiencyTrain, mentor, and lead a team of support technicians to foster a customer-centric approach and improve their technical skillsMonitor Help Desk performance metrics, such as response times and customer satisfaction, and implement improvements as necessaryAct as a point of escalation for complex technical issues, providing solutions and facilitating communication with relevant IT departmentsCoordinate with other IT teams to ensure integrated support and effective resolution of service interruptionsManage vendor relationships related to Help Desk tools and technologies, ensuring they meet operational needsCompile and present regular reports to management on Help Desk performance and areas for improvementStay updated on emerging IT trends and methodologies to continuously enhance Help Desk operationsRequirementsBachelor's degree in Information Technology, Computer Science, or a related field5+ years of experience in IT support, with at least 3 years in a management or supervisory roleStrong understanding of IT service management principles and best practicesProficient in Help Desk software and ticketing systemsExcellent leadership and team-building skills with the ability to motivate and develop staffExceptional communication and interpersonal skills for effective stakeholder engagementStrong analytical and problem-solving abilities with a service-oriented mindsetAbility to work effectively under pressure and manage multiple prioritiesBenefitsComprehensive benefits package#J-18808-Ljbffr