Manager - Help Desk
Job in
Riyadh, Riyadh Region, Saudi Arabia
Listed on 2026-02-07
Listing for:
Qiddiya | القدية
Full Time
position Listed on 2026-02-07
Job specializations:
-
IT/Tech
HelpDesk/Support, Systems Administrator, IT Support, Technical Support
Job Description & How to Apply Below
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.
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
- 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
Comprehensive benefits package
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