Associate Director - Helpdesk

Qiddiya Investment Company

Job Description

Roles & Responsibilities

Desired Candidate Profile

• 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.