Service Desk Manager

Job Purpose

Support teams to deliver efficient technical services, ensure SLA compliance, resolve complex issues, and manage escalations. Oversees workload allocation, mentors support staff, drives process improvements, maintains support documentation, ensures security compliance, and supports IT initiatives and policy implementation.

Key Accountability Areas

IT Support Team Leadership and Management:

• Lead and manage IT support teams to deliver efficient technical services while ensuring optimal team performance and service quality.
• Manage workload allocation across support staff, ensuring balanced distribution of tickets and technical responsibilities.
• Provide leadership guidance and direction to support team members, fostering a collaborative and high-performance work environment.
• Conduct regular team meetings, performance reviews, and capability assessments to maintain team effectiveness.

Service Level Agreement (SLA) Management and Compliance:

• Ensure SLA compliance across all IT support services, monitoring performance metrics and response times.
• Implement and maintain service level reporting mechanisms to track performance against agreed targets.
• Proactively identify potential SLA risks and implement corrective actions to maintain service quality standards.
• Collaborate with service delivery teams to optimize SLA performance and customer satisfaction.

Complex Technical Issue Resolution:

• Resolve complex technical issues across IT, serving as escalation point for challenging technical problems.
• Provide expert-level troubleshooting and problem-solving for advanced technical incidents and service requests.
• Coordinate with specialized technical teams and vendors to resolve complex infrastructure and application issues.
• Implement root cause analysis procedures to prevent recurring technical problems.

Role Accountability

HR Proficiency:

Ability to recruit, recognize and cultivate high performers and expose them in order to create a robust second line of management.

Ability to recognize low performers and guide them to improve or release them.

Ability to treat subordinates equally without any discrimination.

Assessment criteria of subordinates is performance that leads to planned results.

Ensure availability of delegation of authority matrix to have sufficient delegations as per company policy.

Responsibility:

Must take full responsibility for his operation as per the job description and the required deliverables from this position, taking into consideration the general company guidelines.

Able to anticipate problems and make the necessary proactive steps to prevent them

Ability to take necessary and proper timely decisions.

Delivery:

Deliver the required results in timely manner with required quality and cost.

Making a Tangible Difference:

Must make a tangible difference to his area of operation. and exceed business expectations.

Business Planning and Performance:

Able to transform the corporate goals into business plans.

Able to Plan, follow-up and execute those plans, whether they are annual or development plans.

Monitor the plan performance and initiate action to strengthen results and take the corrective action accordingly.

Provide periodic work progress reports.

Responsible for monitoring and controlling budgets and expenses to achieve the optimum cost efficiency.

Organizational Development:

Develop the organizational structure according to the current requirements taking into consideration future and development plans.

Ensure availability of job descriptions for all job roles and deployment.

Business Process Improvements:

Develop, coordinate well-defined written systems, policies, procedures, and seek automations opportunities as much as possible.

Should be conversant and able to navigate through IT solutions especially those relevant to his job and business.

Promote the automated systems and using them fully, to spread its culture.

Quality:

Quality is considered as alfanar’s prime competitive advantage as such, managers are expected to act accordingly.

Adaptation:

Adapt to new and alternative techniques, technologies, management structures, and business models.

Health, Safety and Environment:

Ensure a safe, secure, and legal work environment as per the standard regulations.

Academic Qualification

Work Experience

Technical / Functional Competencies