Associate Director - Helpdesk

Overview

Qiddiya Investment Company is on a mission to redefine entertainment and lifestyle in Saudi Arabia. We are currently seeking an Associate Director - Helpdesk to lead our customer support operations, delivering exceptional service and support to all stakeholders. This role will play a critical part in ensuring that our helpdesk team operates efficiently and effectively, providing timely troubleshooting and solutions for a variety of operational challenges.

• The Associate Director - Helpdesk will oversee the daily operations of the helpdesk, ensuring quality assurance and continuous improvement in service delivery.
• You will manage a team of support personnel, providing them with leadership and guidance as they assist employees and visitors with IT and operational inquiries.
• Your expertise in service management frameworks will be invaluable in streamlining processes and enhancing user satisfaction.
• Ensure excellent communication skills, a customer-centric mindset, and a proactive approach to problem-solving to promote a seamless experience for all users.

• Bachelor s degree in Information Technology, Business Administration, or a related field;
  Master s degree is an advantage
• Minimum 7-10 years of experience in helpdesk or IT service management roles, with at least 3 years in a leadership position
• Proven track record of managing helpdesk operations, focusing on customer service excellence and continuous improvement
• Experience with helpdesk software and ticket systems to track and analyze helpdesk activities
• Strong problem-solving skills with the ability to troubleshoot complex issues and provide timely solutions
• Excellent communication skills, both written and verbal, with a strong ability to interact with diverse stakeholders
• Knowledge of service management frameworks such as ITIL is preferred
• Ability to work under pressure, adapt to changing priorities, and manage multiple tasks simultaneously
• A customer-first mentality with a passion for achieving high levels of user satisfaction
• Demonstrated ability to lead and mentor a team, fostering a collaborative and supportive environment

Offering a comprehensive compensation and benefits package.