SERVICE DESK MANAGER

Job Overview:

• We are looking for a talented and driven SD - Field Support Manager to oversee our Field support team for a large financial organization supporting 20000+ Users across the kingdom of Saudi Arabia.
• The perfect candidate should possess significant experience in managing field support operations of service desk and manage maintenance centers with a robust technical background, and outstanding leadership abilities.
• This role is essential for delivering efficient and effective support to our clients, ensuring high customer satisfaction, and adhering to service level agreements

Key Responsibilities:

• Lead, mentor, and manage a team of 100+ Field support technicians, ensuring high performance and professional development.
• Foster a collaborative environment to ensure high levels of team engagement and motivation
• Act as the primary point of contact for escalated IT issues, ensuring prompt resolution and communication with stakeholders.
• Collaborate with branch managers to understand their specific IT support needs and tailor services accordingly.
• Conduct regular visits to branches, events etc. to assess support requirements and gather feedback on service quality.
• Ensure that all field support staff receive appropriate training on IT systems, tools, and best practices.
• Monitor vendor performance and manage relationships to optimize service delivery
• Oversee the operation of maintenance centers across the Kingdom, ensuring efficient repair and restoration of devices
• Ensure that devices are maintained in good condition and available as loaners for branches during repair periods.
• Conduct monthly reviews with customers and internal stakeholders to discuss service performance, gather feedback, and identify areas for improvement.
• Prepare and present reports summarizing key performance metrics, trends, and action plans based on feedback.
• Conduct regular performance reviews, set objectives, and provide constructive feedback to the teams.
• Oversee daily operations of the field support, ensuring timely and effective resolution of user issues.
• Develop and implement policies, procedures, and best practices to improve service delivery and operational efficiency.
• Monitor and manage ticket queues, ensuring compliance with SLAs and service standards.
• Ensure a high level of customer satisfaction by managing and resolving escalations effectively.
• Foster a customer-centric culture within the team, emphasizing the importance of timely and accurate issue resolution.
• Provide technical guidance and support to the team on complex issues.
• Ensure the team is equipped with the necessary tools, knowledge, and training to handle various technical challenges.
• Prepare and present regular reports on Field Support performance, including key metrics such as ticket volume, response times, resolution rates, and customer satisfaction.
• Analyze ticket data to identify trends, areas for improvement, and opportunities for automation.
• Collaborate with other IT departments, vendors and stakeholders to ensure seamless service delivery.
• Communicate effectively with clients, providing updates and ensuring their expectations are managed.
• Identify opportunities for process improvements and implement changes to enhance the efficiency and effectiveness of the remote support team.
• Stay up-to-date with industry trends and emerging technologies to keep the service desk at the forefront of best practices.
• Lead and manage remote support-related projects, ensuring they are completed on time, within scope, and within budget.

Qualifications:

• Education: Bachelors degree in Information Technology, Computer Science, or a related field.
• Experience: Minimum of 5 years of experience in field support operations with 15+ years of overall experience.
• Technical Skills: Strong knowledge of ITSM tools, technologies, and ITIL processes, CompTIA, Microsoft related certifications, CCNA etc.
• Certifications: ITIL certification, Microsoft certifications, Cisco etc.
• Leadership Skills: Proven ability to lead and develop a high-performing team.
• Communication Skills: Excellent verbal and written communication skills, with the ability to interact effectively with clients and stakeholders.
• Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to handle complex technical issues.
• Strong Knowledge of Quality controls Prefer: Green belt/Black belt certifications.

Personal Traits:

• Customer-focused with a commitment to delivering exceptional service.
• Highly organized and detail-oriented.
• Proactive and able to work independently.
• Strong interpersonal skills and the ability to work collaboratively.

Vertical:

Technology