99 Support Services jobs in Saudi Arabia

FAMA Technologies is looking for a Service Desk Manager to lead the IT support team and ensure the efficient resolution of technical issues while delivering exceptional customer service.

The ideal candidate will be responsible for overseeing the daily operations of the service desk, monitoring performance, and implementing best practices to continuously improve IT support services. This role will require strong leadership, problem-solving skills, and a focus on enhancing the overall support experience for clients and internal teams.

• Manage day-to-day operations of the service desk team
• Ensure timely resolution of technical issues and service requests
• Monitor team performance to meet SLAs
• Implement strategies to improve service desk efficiency
• Foster collaboration for seamless support across teams

• Bachelor’s or Master’s degree in I.T
• 5+ years of experience in IT support, with at least 2 years in a managerial role
• Experience working with ITIL, or other IT service management frameworks
• Valid work permit for Saudi Arabia or Transferable Iqama

• ITIL v4 Certification (preferred)
• PMP (Project Management Professional) or PRINCE2 (a plus)
• Microsoft Certified: Modern Desktop Administrator Associate
• Strong analytical skills
• Arabic is an Advantage

Key Responsibilities

• Oversee the daily service desk operations , ensuring timely response and resolution of IT issues.
• Develop and enforce IT support policies, procedures, and best practices .
• Ensure compliance with ITIL (Information Technology Infrastructure Library) frameworks for efficient service management.
• Lead, mentor, and develop the service desk team to improve performance and efficiency.
• Provide training and skill development opportunities for service desk staff.
• Conduct regular performance evaluations and provide feedback to team members.
• Monitor and manage IT service requests, incidents, and escalations .
• Identify recurring issues and implement problem management solutions to minimize disruptions.
• Ensure critical issues are resolved promptly, minimizing impact on business operations.
• Maintain a high level of customer satisfaction by ensuring quality IT support.
• Act as the point of escalation for complex or unresolved technical issues.
• Implement user feedback and continuous improvement initiatives.
• Track and report key performance indicators (KPIs) , such as response time, resolution time, and customer satisfaction.
• Generate monthly reports on service desk performance and incident trends.
• Recommend improvements based on data analysis and industry best practices.
• Oversee the use and maintenance of IT service management (ITSM) tools.
• Collaborate with IT teams to ensure system availability and security compliance.
• Implement automation solutions to improve service desk efficiency.

Education / Experience

• Bachelor’s or Master’s degree in Information Technology, Computer Science, or a related field .
• 5+ years of experience in IT support, with at least 2 years in a managerial role .
• Experience working with ITIL, or other IT service management frameworks .

Preferred Certifications

• ITIL v4 Certification (preferred)
• Microsoft Certified: Modern Desktop Administrator Associate (optional)

Each employee has a chance to see the impact of their work. You can make a real contribution to the success of the company.
Several activities are often organized all year round, such as weekly sports sessions, team building events, monthly drinks, and much more.

Play any sport with colleagues,
the bill is covered.

12 days / year, including
2 of your choice.

A full-time position
Attractive salary package.

The purpose of this position is to manage Service Desk activity. The Service Desk handles all incoming calls for service from local or remote customers, delivering services to local and international customers, ensuring SLA achievements using relevant tools. The Service Desk Manager is usually an expert on all of the supported products and frequently interacts with vendors, customers, and other department managers. Drives RCA reporting following a CU escalated ticket. Supervises the buffer stock implementation phases giving the right priorities according to company needs. As the first escalation point, the Service Desk Manager will lead the team providing IT support to customers as well as coordinating with the technical department. Handles KPI reporting. The Service Desk Manager is responsible for mentoring the Service Desk members and ensuring skills and competencies progress.

COMPETENCIES

• Extremely organized
• Excellent ability to communicate
• Problem solving
• Dedicated and able to work to deadlines
• Ownership and follow-up skills
• Able to work both as part of a team or under own initiative
• Able to take responsibility for own actions and performance
• Have a positive attitude to customer problems and incidents in a high-pressure environment.

Preferred Educational Qualification:

• BCA/BTECH/MCA/BE/MSc/BSC- Computer Science or related fields or equivalent experience.

Responsibilities:

• Manage Service Desk workload to ensure priority requests are being addressed according to established expectations.
• First point of escalation for calls reported by customers as not being handled correctly, responsible for reacting immediately to such cases and defining an adequate way forward.
• Monitoring agreed KPIs (SLA respect and duration of escalation), proposing values to be used for incentives calculation.
• Monitor customer interactions to identify trends and service problems, escalate incidents/requests, and coordinate communications to customers.
• Lead and supervise Service Desk team, including performance monitoring/improvement and personnel matters.
• Preparing and ensuring work schedules are adequate to handle internal and/or external inquiries.
• Optimize resource utilization, balance the load, and ensure the most cost-effective team structure is in place.
• Ensure staffing levels are maintained to support the attainment of service level objectives by administering scheduling in line with HR policies.
• Monitor productivity of the team to ensure delivery of cost-effective valuable support.
• Lead and manage project activities related to new services or service enhancements.
• Work with project stakeholders to understand requirements and set expectations.
• Ensure that the Service Desk and client processes, policies, and procedures are established, reviewed, maintained, and consistently communicated to and followed by team members.
• Incident, Problem, and Service Request management: monitoring status and working with technicians to meet customer demand, and follow up with customers as needed to ensure customer satisfaction.
• Develop metrics and reporting to aid in Service Desk management.
• Ensure training of all new recruits and competencies development plans if and where needed.
• Accountable for the correct use of tools, including ensuring all needed fields are correctly filled out by Service Desk team, enabling correct Quality of Services monitoring and reporting capabilities.
• Ensure quality is monitored at all times and where needed areas for improvement implemented or areas of failure are resolved.
• Delegate and assign tasks – delegate authority to Senior Service Desk Engineers for tasks where appropriate and ensure follow-up with suppliers/subcontractors to ensure the completion of services and customer satisfaction.
• Generate and submit all business needed reports and presentations related to Service Desk activities and records.
• Attend Service Review Meetings with Customers for specific Accounts as and when needed.

Join to apply for the Associate Manager - IT Service Desk Engineering role at D360 Bank .

Job Description

The role involves supporting employees with all IT-related technical issues, diagnosing hardware and software problems, providing effective assistance, and maintaining strong customer relationships.

He/she must be knowledgeable in a broad range of IT policies and procedures, with the maturity and reliability to provide accurate and consistent user support. Responsibilities include troubleshooting, problem-solving, taking ownership of calls, researching solutions, and testing applications on new desktop builds.

Responsibilities

• Monitor system availability, latency, and health; troubleshoot and analyze performance issues.
• Respond promptly to alarms and service requests.
• Ensure high service availability; diagnose server or network issues.
• Communicate with product teams; notify relevant parties of issues affecting operations.
• Support application infrastructure to reduce risks and bugs.
• Contribute to meeting SLAs for service availability.
• Read manuals, conduct diagnostics, and resolve technical problems.
• Develop technical skills and training materials; train users on hardware and software.
• Respond to user requests and provide L1 support.

Qualifications

Preferred Qualifications

• Qualification from an internationally recognized institution.

Experience

• 1 to 3 years of relevant experience.
• Experience in delivering technical tasks and project implementation.
• Self-sufficient with small project responsibilities.
• Previous technical supervision experience.

Technical Competencies

• Customer Service Management
• Data Mining & Modelling
• Help Desk Support
• Troubleshooting

Behavioral Competencies

• Communication
• Flexibility
• Learning Agility
• Analytical Skills

• Seniority Level: Entry level
• Employment Type: Full-time
• Job Function: Information Technology
• Industry: Banking

The Job Description

1. Provide daily support for activities.
2. Manage service system activities on a daily basis.
3. Manage and follow up on IT requests, calls, and emails.
4. Analyze and provide solutions and troubleshooting for any hardware problems.
5. Continuously monitor antivirus notifications with proper response.
6. Manage IT assets.
7. Manage network printers and central printers.
8. Manage workstation vulnerabilities through Endpoint Manage Engine.
9. Manage Active Directory through AD Manager Plus (creating attributes, moving OUs, managing OUs).
10. Provide technical assistance and identify solutions while keeping up with developments and knowledge in hardware.

Qualifications:

• Minimum qualification: Diploma or higher in computer science or a related field.
• Minimum work experience: 10+ years of experience.
• Level of English: Excellent in reading and writing.

Job Description:
Oversees technical support functions, ensuring effective delivery and maintenance of systems, applications, and hardware. Leads technical teams in alignment with organizational needs and service level expectations.

Qualifications:

Bachelor’s or Master’s degree in Computer Science or a related discipline.

At least 3 years of experience in managing technical support or IT services within government environments.

Strong leadership and management skills with the ability to plan, supervise, and evaluate performance.
Specialized training in Microsoft Office Programs