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.
Key Responsibilities Oversee the daily operations of the Help Desk, managing support requests, and ensuring timely resolution of issues.
Develop, implement, and maintain Help Desk policies and procedures to enhance operational efficiency.
Train, mentor, and lead a team of support technicians to foster a customer-centric approach and improve their technical skills.
Monitor Help Desk performance metrics, such as response times and customer satisfaction, and implement improvements as necessary.
Act as a point of escalation for complex technical issues, providing solutions and facilitating communication with relevant IT departments.
Coordinate with other IT teams to ensure integrated support and effective resolution of service interruptions.
Manage vendor relationships related to Help Desk tools and technologies, ensuring they meet operational needs.
Compile and present regular reports to management on Help Desk performance and areas for improvement.
Stay updated on emerging IT trends and methodologies to continuously enhance Help Desk operations.
Comprehensive benefits package Bachelor’s degree in Information Technology, Computer Science, or a related field.
5+ years of experience in IT support, with at least 3 years in a management or supervisory role.
Strong understanding of IT service management principles and best practices.
Proficient in Help Desk software and ticketing systems.
Excellent leadership and team-building skills with the ability to motivate and develop staff.
Exceptional communication and interpersonal skills for effective stakeholder engagement.
Strong analytical and problem-solving abilities with a service-oriented mindset.
Ability to work effectively under pressure and manage multiple priorities.