Service Desk Manager

Job description / Role

• The Service Desk Manager shall be responsible for the processing and coordination of appropriate and timely responses to incident reports, including channeling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.
• To ensure that customer expectations are met or exceeded.
• Train, coach and mentor Service Desk Operators including career development.
• Oversee staff activities.
• As needed, schedule employees working times and provide backup support.
• Interact with internal and external customers.

Requirements

• 5 or more years of related technical and managerial experience in a Service desk environment supporting Desktop, Wide Area Network, and Local Area Network equipment;
• Proven work experience as a Service desk manager.
• Hands on experience with Service desk and remote control software.
• Customer-service oriented with a problem-solving attitude.
• Team management skills.
• Excellent written and verbal communications skills.
• Must be fluent in spoken and written English.
• ITIL V3 foundation or Intermediate certified Experience

About the Company

Saudi Networkers Services, incorporated in 2001 with an aim to provide the world class business and consulting services through a combination of market insight, technical excellence and unrivalled agile methodology.

Our success stems from building strong relationships and trusted partners, which enabled us delivering exceptional services to public sector, as well as some world's leading organizations, in Telecommunication, Information Technology, Cyber Security, Banking, Energy, Utilities and various other industry arenas.

We collaborate closely, ideate that how the work gets done, while working alongside businesses to collaborate on growth and applying breakthrough innovations, that drive exponential impact, managed by teams specialized in their assigned industry sectors.