Summary
ArcelorMittal Tubular Products Al-Jubail is hiring an IT End-User Support Manager in Jubail, Saudi Arabia. The role leads first-line support teams and service desk operations across offices and plant locations, managing escalations, service levels, IT assets, deployments, and user account administration. The manager also oversees team development, vendor relationships, support budgets, security-policy compliance, and performance reporting. Applicants need a bachelor's degree in IT, Computer Science, or a related field, at least 12 years of progressive IT support experience, and 3–5 years in a supervisory or managerial role.
The posting
As published on amtpj.com.sa. Pulled from the employer's site and shown as they wrote it.
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