Service Desk Systems Leader

Confidential Company

Posted 30+ days ago

Experience

5 - 8 Years

Job Location

Dammam/Khobar/Eastern Province - Saudi Arabia

Education

Bachelors in Computer Application, Bachelor of Technology/Engineering(Computers)

Nationality

Saudi Arabian, Filipino, Indian, Pakistani

Gender

Male

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

  • Oversee daily service desk operations, ticket management, and escalations.

  • Ensure SLA compliance, monitor KPIs, and report performance.

  • Act as escalation point for critical incidents (P1/P2), coordinating with technical teams.

  • Lead, coach, and develop service desk staff across multiple branches.

  • Conduct performance reviews, training sessions, and team meetings to ensure continuous improvement.

  • Establish ITIL-aligned processes (incident, problem, change management).

  • Maintain and expand the knowledge base for efficiency and self-service.

  • Provide oversight and hands-on support in Windows Server, Linux, Active Directory, and networking.

  • Collaborate with infrastructure and security teams for incident resolution and root cause analysis.

  • Generate reports on service desk performance and identify areas for improvement.

  • Manage vendor relationships and coordinate with external support providers.

  • Engage stakeholders and align IT service delivery with business objectives.

Desired Candidate Profile

  • 7–9 years of experience in IT support/service desk environments, with at least 3 years in a managerial or team lead role.

  • Proven experience managing IT support for 700+ users across multiple branches.

  • Strong knowledge of Windows Server, Linux, and Active Directory administration.

  • Solid understanding of networking concepts, VPNs, firewalls, and infrastructure technologies.

  • Familiarity with ITIL processes and frameworks (incident, problem, change management).

  • Experience with enterprise ticketing systems (e.g., ManageEngine).

  • Excellent leadership, communication, and stakeholder management skills.

  • Strong analytical and problem-solving abilities.

  • Relevant certifications (ITIL, Microsoft) are highly preferred.

Employment Type

    Full Time

Company Industry

  • Metals
  • Steel
  • Iron
  • Aluminium
  • Fabrication

Department / Functional Area

  • IT Hardware Support
  • IT Hardware Repair & Maintenance

Keywords

  • IT Helpdesk
  • System Administration
  • IT Support Specialist
  • IT Support Engineering
  • IT Helpdesk Support Engineer

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Confidential Company

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