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Service Desk Manager

Description: 

Requisition ID:27130  

 

Job Country:    [[country]] 

 

Job City:          [[filter3]]  

 

 Group Overview:

  Headquartered in Riyadh, Saudi Arabia, we operate construction and manufacturing businesses, design &  development centers and a host of facilities in the Middle East and other countries.

  alfanar is involved in:

  • Electrical, Electromechanical and Civil Engineering Construction

  • Manufacturing and Marketing Electrical Construction Products

  • Allied Engineering Services

 

 Our Main Divisions:

  • alfanar electric

  • alfanar Construction

  • alfanar Building Systems

Job Purpose

The Service Desk Manager is responsible for managing service desk operations and leading support teams to deliver efficient IT services while ensuring SLA compliance and maintaining high customer satisfaction standards within alfanar's Digital Solutioning Services. This role involves overseeing incident management and request fulfillment processes, serving as escalation point for complex issues, and collaborating with IT teams to align support with business objectives. The Service Desk Manager monitors performance metrics and KPIs, implements process improvements and new technologies, and focuses on continuous service delivery optimization and team development.

Key Accountability Areas

IT Service Operations Management

  • Manage comprehensive service desk operations to deliver efficient IT services while maintaining optimal service quality and customer satisfaction
  • Lead and coordinate support teams across multiple service channels, ensuring seamless service delivery and operational excellence.
  • Oversee daily service desk activities, resource allocation, and service capacity planning to meet business demands.
  • Implement service desk best practices and operational frameworks to enhance service delivery effectiveness.

SLA Compliance and Performance Management

  • Ensure strict SLA compliance across all IT services, monitoring performance metrics and response times consistently.
  • Develop and maintain comprehensive performance dashboards and reporting mechanisms to track service delivery against agreed targets.
  • Proactively identify performance gaps and implement corrective actions to maintain service quality standards.
  • Collaborate with stakeholders to optimize SLA performance and enhance customer satisfaction levels.

Incident Management and Request Fulfillment

  • Oversee comprehensive incident management processes, ensuring timely resolution and effective communication throughout incident lifecycle.
  • Manage request fulfillment processes, prioritizing service requests and ensuring efficient delivery of IT services.
  • Serve as primary escalation point for complex technical issues, coordinating resolution activities across specialized teams.

Implement robust incident prevention strategies and root cause analysis procedures to minimize service disruptions.

Success Critteria :

  • Successfully maintain SLA compliance across all IT services with consistent performance metrics exceeding target thresholds.
  • Deliver exceptional customer satisfaction scores through effective service delivery and issue resolution
  • Implement measurable process improvements that enhance operational efficiency and reduce incident resolution times.
  • Achieve high team performance outcomes through effective leadership, professional development, and skills enhancement.

Role Accountability

HR Proficiency:

  • Ability to recruit, recognize and cultivate high performers and expose them in order to create a robust second line of management.
  • Ability to recognize low performers and guide them to improve or release them.
  • Ability to treat subordinates equally without any discrimination.
  • Assessment criteria of subordinates is performance that leads to planned results.
  • Ensure availability of delegation of authority matrix to have sufficient delegations as per company policy.

    • Responsibility:

  • Must take full responsibility for his operation as per the job description and the required deliverables from this position, taking into consideration the general company guidelines.
  • Able to anticipate problems and make the necessary proactive steps to prevent them
  • Ability to take necessary and proper timely decisions.

    • Delivery:

  • Deliver the required results in timely manner with required quality and cost.
  • Making a Tangible Difference:
  • Must make a tangible difference to his area of operation. and exceed business expectations.

    • Business Planning and Performance:

  • Able to transform the corporate goals into business plans.
  • Able to Plan, follow-up and execute those plans, whether they are annual or development plans.
  • Monitor the plan performance and initiate action to strengthen results and take the corrective action accordingly.
  • Provide periodic work progress reports.
  • Responsible for monitoring and controlling budgets and expenses to achieve the optimum cost efficiency.

    • Organizational Development:

  • Develop the organizational structure according to the current requirements taking into consideration future and development plans.
  • Ensure availability of job descriptions for all job roles and deployment.

    • Business Process Improvements:

  • Develop, coordinate well-defined written systems, policies, procedures, and seek automations opportunities as much as possible.
  • Should be conversant and able to navigate through IT solutions especially those relevant to his job and business.
  • Promote the automated systems and using them fully, to spread its culture.

    • Quality:

  • Quality is considered as alfanar’s prime competitive advantage as such, managers are expected to act accordingly.

    • Adaptation:

  • Adapt to new and alternative techniques, technologies, management structures, and business models.

    • Health, Safety and Environment:

  • Ensure a safe, secure, and legal work environment as per the standard regulations.

    • Academic Qualification

    Bachelor Degree in Information Mgmt. Sciences & Systems or Any relevant field

    Work Experience

    6 to 10 Years

    Technical / Functional Competencies

    Data Security Encryption Tools/Techniques
    Emerging Network Technology
    Help Desk Technologies
    New Technology Research
    Production Technical Writing
    Technical Tools and Products
    Technology Industry Knowledge
    Technology Platforms

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