مدير دعم تقنية المعلومات للمستخدمين النهائيين

ROLE SUMMARY:
Lead and manage the IT End-User Support function, overseeing first-line (L1) support delivery across offices,
administration buildings, and plant locations. Accountable for service desk operations, team performance and
development, escalation management, IT asset management, and continuous improvement of end-user support services,
ensuring alignment with organizational standards, security policies, and Service Level Agreements (SLAs).
ROLES & RESPONSIBILITIES:
• Lead, supervise, and develop the IT End-User Support team, including L1 support specialists and field technicians
across offices, administration buildings, and plant locations.
• Oversee end-to-end IT service desk operations, ensuring incidents and service requests logged via phone, email,
chat, or the ticketing system (e.g., ServiceNow) are addressed within defined SLAs.
• Establish, monitor, and report on KPIs, ticket volumes, resolution times, and customer satisfaction metrics; drive
corrective actions to address performance gaps.
• Act as the primary escalation point for complex, high-priority, or unresolved incidents, coordinating with L2/L3,
Network, Infrastructure, and Cybersecurity teams to ensure timely resolution.
• Oversee standardized software and hardware deployment, including Windows 10/11 imaging, Microsoft 365
application support, and workstation refresh/replacement cycles, in compliance with organizational security
baselines.
• Oversee IT onboarding and offboarding activities across the organization, ensuring timely account
provisioning/deprovisioning in coordination with IT Security/Access Management.
• Oversee basic user administration activities performed by the team in Active Directory/Azure AD (password resets,
account unlocks, group membership updates) in line with defined access control procedures.
• Manage relationships with external vendors and service providers for hardware repairs, replacements, and warranty
claims, including SLA negotiation and performance monitoring.
• Ensure adherence to IT asset management procedures, including tagging, tracking, and maintaining accurate
inventory records for issued equipment.
• Ensure team compliance with Health, Safety, and Environment (HSE) requirements, including use of appropriate
Personal Protective Equipment (PPE), when providing support in plant or industrial areas.
• Provide periodic reports to the Senior Manager on recurring issues, ticket trends, staffing levels, and overall support
performance across all locations.
• Analyse recurring incidents and support trends to recommend and implement long-term solutions that reduce
support workload and improve customer satisfaction.
• Ensure team compliance with IT security policies and coordinate execution of vulnerability remediation activities
(patching, antivirus, MFA, etc.).
• Manage team schedules, shift coverage, and resource allocation across locations to ensure business continuity of
support services.
• Conduct performance reviews, coaching, mentoring, and skills development planning for team members.
• Manage the IT support budget for consumables, spare parts, and equipment procurement within delegated authority.
• Experience in IT Infrastructure, Network, Applications, Cloud, and Service Desk teams to embed security-by-design
principles into projects, systems, and change management processes.
• Collaborate with cross-functional IT teams (Network, Infrastructure, Cybersecurity, Applications) and business
stakeholders to resolve cross-functional issues and support broader IT initiatives, including Copilot/GenAI
enablement.
QUALIFICATION & EDUCATION:
• Bachelor’s degree in information technology, Computer Science, or a related field.
EXPERIENCE:
• Minimum of 12 years of progressive experience in IT end-user/technical support, including at least 3-5 years in a
supervisory or managerial role leading IT support/service desk teams, preferably within an industrial or
manufacturing environment.

Job Details

Posted Date:

2026-08-30

Job Location:

Saudi Arabia - Jubail

Job Role:

Information Technology

Preferred Candidate

Career Level:

Management