127 Support Services jobs in Saudi Arabia

• KEY ACCOUNTABILITIES:

Strategic Audit Leadership & Planning

• Develop and implement integrated, risk-based audit plans for both Financial & Administration and IT & Cybersecurity functions, ensuring alignment with NADEC's strategy and risk appetite.
• Identify and prioritize key risk areas for both streams through regular consultation with executive management, review of business developments, and consideration of regulatory requirements.
• Set the vision, strategy, and annual objectives for both audit streams, incorporating best practices, digital tools, and new technologies.

Audit Program Oversight & Quality Assurance

• Oversee the planning, execution, and quality of all audits and assurance reviews in financial, administrative, IT, and cybersecurity domains.
• Approve audit engagement scopes, timelines, and resource allocation; review and ensure high quality of working papers, findings, and recommendations.
• Ensure rigorous application of IIA Standards, departmental methodology, and adoption of data analytics and digital audit tools in both functions.
• Champion cross-functional audit projects where finance, administration, Support function and IT/cybersecurity risks intersect.

Stakeholder Management & Advisory

• Serve as the principal liaison with executive management, process owners, and functional leaders for support services audit matters.
• Provide expert advisory and consulting support on key risks, financial integrity, process improvement, IT controls, cybersecurity threats, and regulatory compliance.
• Prepare and submit audit reports and recommendations to the Chief Internal Audit Officer for further escalation as required.

People Leadership & Talent Development

• Lead, coach, and develop Audit Managers and teams in both financial/admin and IT/cybersecurity streams, fostering a collaborative, high-performance culture.
• Establish clear performance expectations, conduct regular evaluations, and support ongoing professional development and certification.
• Promote continuous learning, innovation, and knowledge-sharing across both streams.

Governance, Risk & Compliance

• Promote strong governance, internal controls, and risk management for financial, administrative, IT, and cybersecurity processes.
• Ensure compliance with all internal policies, regulatory requirements (including those from CMA, SFDA, NCA, and international cybersecurity frameworks), and legal mandates.
• Maintain high standards of integrity, confidentiality, and independence in all audit activities.

Continuous Improvement & Innovation

• Drive continuous improvement in audit methodologies, leveraging digital solutions and best practices from both the financial and IT/cybersecurity audit professions.
• Lead quality assurance and improvement initiatives, benchmarking performance and ensuring readiness for internal and external assessments.
• Identify emerging risks (e.g., digital transformation, cybersecurity threats, regulatory changes) and ensure audit plans and approaches are adapted accordingly.

Reporting & Follow-up

• Oversee the timely preparation and submission of comprehensive audit reports for both audit streams to the Chief Internal Audit Officer.
• Ensure management action plans are realistic, tracked, and followed up until closure.
• Provide regular updates to the CIA on remediation status and outstanding risks/issues for both functional areas.

• Oversee various Internal Audit projects beyond core function audits, this may involves collaborating with cross-functional teams to enhance audit processes and drive continuous improvement initiatives.

• JOB CONTEXT

• Executive-level position with broad responsibility for two critical support audit streams, requiring strong leadership and expertise in both financial/administrative and IT/cybersecurity audit disciplines.
• Works closely with the Internal Audit leadership team and supports the CIA in presenting results to the Audit Committee and Board as needed.
• Responsible for the confidentiality and sensitivity of information in both audit streams.

• Represents Internal Audit in high-level meetings, risk forums, and with external auditors/regulators when delegated.

• COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal

Department (Within NADEC)

• Reports to the Chief Internal Audit Officer.
• Directly supervises Audit Managers for Financial & Admin Audit and IT & Cybersecurity Audit, with indirect responsibility for their teams.
• Collaborates regularly with executive management, finance, IT, HR, compliance, and other support functions.
• Provides reports and recommendations to the CIAO and supports cross-functional risk initiatives.

External

External Customers / Companies / Clients (Outside NADEC)

• Acts as the main Internal Audit contact for external auditors, consultants, and regulators regarding support services (e.g., financial, IT/cybersecurity audits), under the guidance of the CIA.

• Represents Internal Audit in professional and sector forums as delegated.

• QUALIFICATIONS, EXPERIENCE, & SKILLS:

Education and Certifications

Education:

• Bachelor's degree in accounting, Finance, Business Administration, Information Technology, Computer Science, Supply Chain or a closely related field.
• A master's degree, MBA, or equivalent is strongly preferred.

Professional Certification:

• Certified Internal Auditor (CIA) required.
• Additional certifications in financial audit (CPA, ACCA, CMA, SOCPA, etc.) and/or IT/cybersecurity audit (CISA, CISSP, CISM, CRISC, etc.) or Certified Supply Chain Professional (CSCP) strongly preferred.

Experience:

• Minimum 12–15 years of progressive internal/external audit, risk management, or IT/cybersecurity experience, with at least 5 years in a senior leadership or director-level audit role overseeing both financial/support and IT/cybersecurity domains.
• Demonstrated ability to lead cross-functional audit teams and deliver results in complex environments

Skills:

• Exceptional strategic leadership and people management abilities.
• Deep expertise in internal audit standards, financial controls, IT governance, cybersecurity, and regulatory frameworks.
• Advanced skills in digital audit tools, data analytics, and project management.
• Strong stakeholder management, influencing, and negotiation skills.
• Excellent report writing, executive presentation, and communication abilities
• Highest standards of integrity, sound judgment, and commitment to continuous improvement.

Competencies

Technical

• Multi-Disciplinary Audit Leadership (Advanced)
• Financial Controls & Reporting (Advanced)
• IT & Cybersecurity Audit (Advanced)
• Governance, Risk & Internal Control (Advanced)
• Stakeholder Engagement & Influence (Advanced)
• Audit Quality, Digitalization & Innovation (Advanced)
• Regulatory & Standards Compliance( Advanced)

District Office

(DO)

September

LOCATION

Al Khobar, Eastern, Saudi Arabia

SCHOOL / SITE

District Office

DIVISION / DEPARTMENT

POSITION TYPE

Administrator

SUBJECT / STAGES

WORK DAYS / HOURS

210 days @ 8 hours per day

POSITION STATUS

Full time

SALARY CODE

Administrator

ELIGIBLE APPLICANTS

Saudi National, International

POSITION START DATE

Augst 1, 2026

APPLICATION DEADLINE

October 31, 2025

REPORTS TO

Michelle Alzamora, Incoming Assistant Superintendent

REQUISITION NUMBER

SUMMARY

The International Schools Group (ISG) is a not-for-profit, future-focused school district in the Eastern Province of Saudi Arabia. Our five schools are co-educational day schools delivering Kindergarten 1 to Grade 12 in the American program and Foundation Stage 1 through Year 13 in the British program to expatriate children and some students from the host country. Students enroll in either an American or British curriculum education that encompasses these higher-level programs: Advanced Placement (AP) Capstone Diploma and/or International Baccalaureate Diploma Programme (IBDP) at American School Dhahran, ISG Dammam, and ISG Jubail and (I)GCSE and A levels at British School Dhahran.

History

Founded in 1962 and now in its 62nd year, ISG was originally established to serve the needs of expatriate families working for the U.S. Consulate in Dhahran.

From its initial enrollment of six students to its present status as a district of five schools with approximately 3,000 students, ISG has earned a reputation for providing the highest quality American and British education. Today, over 50 nationalities make up the ISG community.

Governance

The district is governed by a Board of Trustees, supported by school councils, a partnership with the U.S. Consulate General Dhahran and is licensed by the Saudi Arabian Ministry of Education.

Accreditation

Our schools are accredited by the Middle States Association Commission on Elementary and Secondary Schools (MSA-CESS), British Schools of the Middle East (BSME), British Schools Overseas (BSO) and the International Baccalaureate (IB).

Our Mission, Core Values, and Strategic Goals

We inspire innovation and compassionate action.

Respect, acceptance, integrity, responsibility … with a commitment to act.

ISG is committed to three strategic improvement goals: 1) Wellbeing and Belonging 2) High Quality Learning and 3) Professional Excellence. These goals will evolve through our current accreditation self-study and we are looking forward to our new pillars of strategic priorities.

ISG Learns

Our schools are guided by our district mission, vision, learning principles and assessment beliefs. Our shared focus is further complemented by the diversity of our community and core divisional curricula as we work in partnership with the community to educate tomorrow's future leaders. ISG maintains an emphasis on progressive teaching and learning. Curriculum and learning programs at ISG are evaluated and reviewed consistently, through the lens of current research and are reflective of the current research and best practices. This ensures that our programs support high quality learning and are being implemented in the most effective way in the classroom in order to support student learning, enhance program outcomes and learning targets in our unique learning environment.

The ISG Learning Report showcases academic success, college acceptances and professional development at ISG.

HEAD OF STUDENT SUPPORT SERVICES FOR THE SCHOOL YEAR

Incoming ISG Assistant Superintendent, Michelle Alzamora, seeks a highly-qualified and experienced student support services professional with proven leadership experience to join ISG on August 1, 2026 to serve as the Head of Student Support Services.

The Head of Student Support Services will join leadership teams that include the schoolwide central office team as well as campus leadership learning teams. The direct responsibilities for this head position would include learning support, multilingual learning, counseling, and child protection education. ISG is committed to the collaborative support of all learners and the safety and protection of children and young people and expects all staff and volunteers to share this commitment.

The Head of Student Support Services plays a crucial role in collaborating with the schoolwide leadership as well as leading the teams of educators and counselors to support the support services for students. This position will lead the development, refinement, and implementation of strategy, approaches, and models for these services across the five ISG campuses. Reporting directly to the Assistant Superintendent, the successful candidate will be responsible for leadership and partnership in supporting these teams.

For more information on ISG, please see the website:

JOB DUTIES

The ideal candidate is a highly experienced educational professional with proven international experience in providing leadership and expertise in the development, implementation, and management of a Multi-tiered System of Supports (MTSS) for students.

Leadership and Representation

• In collaboration with schoolwide leadership and campus educators, provide schoolwide leadership to these teams
• Lead in the continued development, refinement, enhancement, and implementation of a comprehensive and coherent K-12 / FS1 to Year 13 Multi-tiered System of Supports (MTSS) program aligned with ISG's Mission, Core Values, Strategic priorities, and goals.
• Lead in the continued development, refinement, enhancement and implementation of a comprehensive multilingual learning program.
• Leadership in ongoing assessment and evaluation of progress and reporting on student services
• Represent ISG's student support services program within the community as well at conferences, seminars and broader events.
• Serve on senior leadership team

Program Development, Management and Reporting

• In collaboration with student support services partners (school leadership, admissions, counselors, language, learning and classroom teachers):
• Develop and implement an enhanced and enriched student journey (for students receiving services) from assessment, admission and enrollment through services placement, delivery, and monitoring.
• Assess, revise, and implement the most appropriate learning plan model for student learning at ISG
• Assess, revise, and implement a best practices approach to monitoring student progress and reporting for students in our learning and language support programs
• Develop, implement, and actively maintain a database information for students receiving support services for management of caseload and ongoing support
• Coordinate assessment accommodations with College Board, ACT and the IBO for students with learning differences.
• Develop, implement, and maintain the student support services program budget in collaboration with the ISG DFO.
• Create, implement, and share program status reports on regularly scheduled intervals or as requested.

Education and Professional Development

Work collaboratively with the Director of Teaching and Learning to create, identify, develop and deliver student support educational programming, resources and professional development opportunities to school leadership, classroom teachers, student support services

• team members, caregivers and parents on best practices to support neuro and linguistically diverse learners.

Student Support Services Team Member Support and Supervision

• In collaboration with school leadership team members, recruit, screen, hire and evaluate qualified student support services staff.
• Regularly organize and facilitate student support services team member meetings at varying levels of support, ie.classroom, campus, or schoolwide.
• Support multidisciplinary teams and teachers with the implementation and monitoring of evidence-based behavioral and learning interventions for refinement of approaches and strategies that benefit students.

Child Protection

• Demonstrate a commitment to the safety and security of children and young people (child protection).
• Collaborate with the District Child Protection Officer (CPO) on processes and procedures.
• Identify and implement educational and professional development programs to support child protection.
• Ensure annual completion of child protection training for all ISG employees, volunteers, trip chaperones, and members of the Board of Trustees.
• Maintain accurate training records and provide regular compliance reports to leadership.
• Coordinate resources and follow-up to support full participation and adherence to ISG safeguarding policies.

Other

Perform other duties as assigned by the ISG Assistant Superintendent.

QUALIFICATIONS AND KNOWLEDGE

The ideal candidate will have:

• Master's degree in Special Education, Educational Leadership, Educational Psychology or related field.
• School Administrator Certification or Licensure.
• Formal training and demonstrated expertise of Universal Learning by Design and the design and implementation of MTSS.
• Awareness of, familiarity with, and knowledge to support ISG's adopted standards, beliefs, graduate profile, learning principles, assessment beliefs, and school improvement goals.
• Advanced knowledge of curriculum and instruction to support diverse learners, including multilingual learners and students with disabilities, with emphasis on Tier 1 inclusive practices and differentiated instruction.
• Deep understanding of best practices in safeguarding and child protection within international school contexts.

EXPERIENCE AND SKILLS

The ideal candidate will have:

Experience

• Minimum of five years leadership experience in student support services at the district or multi-school level in an international context.
• Proven success in leading the development, refinement, and implementation of MTSS frameworks, including progress monitoring, intervention design, and program evaluation.
• Previous experience with leading change initiatives collaboratively and successfully implementing timely and effective learning for all students.
• Demonstrated experience designing and overseeing multilingual learning programs and inclusive education practices across K–12.
• Experience supervising, mentoring, and evaluating student support personnel, including counselors, learning support, and language specialists.
• Proven ability to design, deliver, and evaluate professional development for diverse stakeholders.
• Strong expertise in child protection and safeguarding policy development, implementation, and staff training.

Skills

• Values and builds relationships across the district to support a positive school culture
• Strong awareness and understanding of child protection and a commitment to ensure the safety of students.
• Designing and delivering professional development for learning and for team facilitation skills.
• Collection, analysis and use of student data for decision-making and plans for implementation.
• Disposition for equity and fairness to support all school campuses.
• Excellent interpersonal and communication skills, including writing and presenting.
• Ability to build and deepen positive, long-standing stakeholder relationships through transparent behaviour.
• Ability to communicate tactfully, constructively, and appropriately to audiences and stakeholders of all levels
• Strong analytical and synthesis skills in problem solving and designing new approaches and strategies.
• Ability to demonstrate effective time management with the ability to prioritise workload, work under pressure, delivery quality work and meet deadlines.
• Positive attitude and engagement towards continuous self-improvement and school improvement.
• Ability to demonstrate sensitivity to and cultural awareness of all stakeholders along with the ability to adapt leadership approach to meet needs.
• Ability to demonstrate professional maturity and discretion to handle a range of situations while maintaining the highest level of confidentiality.
• Ability to commit to and model ISG's guiding principles.
• Ability to work in a self-directed and proactive manner while ensuring collaboration as needed to support school needs and goals
• Proven ability to use a range of technology for organization, development, planning, and implementation.
• Ability to collaborate in a focused team environment to collaborate on plans for implementation, assess progress, and meet common goals.
• Ability to take initiative and use sound judgement.
• Ability to anticipate stakeholder needs and demonstrate responsiveness to requests for action/assistance in a self-directed way.
• Ability to maintain professional composure in challenging situations or in facing unfavourable information
• Ability to deliver unfavourable information while maintaining compassion and healthy relationships.
• Ability to resolve conflict constructively and collaboratively.
• Ability to demonstrate effective decision-making using data analysis and through gathering feedback.
• Ability to deliver proactive progress updates on outstanding work, anticipate next steps, and take action in a self-directed way.
• Ability to demonstrate teamwork by proactively sharing information and collaborating constructively for best outcomes by creating the best solutions.

Job Summary:

Support Services Manager is responsible for overseeing the operation, maintenance, and improvement of the organization's physical facilities. This role ensures that buildings and infrastructure are properly maintained, safe, and compliant with regulations. The manager will lead a team of maintenance professionals, coordinate facilities-related services, manage vendors, and implement cost-effective strategies for facilities management, aiming to optimize performance, safety, and functionality

Responsibilities:

• Lead and supervise a team of maintenance and facilities staff, ensuring high standards of performance, safety, and efficiency.
• Create work schedules, allocate resources, and ensure adequate staffing for daily operations and emergency response.
• Oversee the day-to-day maintenance operations of all facilities, including HVAC, plumbing, electrical systems, lighting, cleaning, and other infrastructure needs.
• Troubleshoot and resolve facility-related issues such as equipment failures, repairs, and urgent maintenance needs in a timely and cost-effective manner.
• Ensure all building systems (e.g., electrical, plumbing, HVAC) are functioning according to standards and regulations.
• Manage external vendors and contractors for specialized services (e.g., janitorial services, security, landscaping, etc.), ensuring contracts are executed efficiently and within budget.
• Monitor vendor performance and ensure compliance with service level agreements (SLAs), quality standards, and safety regulations.
• Ensure compliance with all relevant health, safety, and environmental regulations (e.g., OSHA, fire safety codes, building codes) within the facilities.
• Conduct safety inspections, risk assessments, and safety drills to ensure a safe working environment.
• Develop and manage the facilities and maintenance budget, ensuring cost-effective use of resources.
• Maintain accurate records of maintenance activities, repair logs, inspections, and compliance reports.
• Coordinate with other departments to ensure facilities meet operational needs, including IT, operations, and human resources.
• Communicate facility-related policies and procedures clearly to employees and external contractors.

Qualifications:

• Bachelor's degree in Facilities Management, Business Administration, Engineering, or a related field. A relevant certification (e.g., Facilities Management Professional - FMP) is a plus.
• Minimum 5 years of experience in facilities management, maintenance, or a related field, with at least 2 years in a supervisory or management role.
• Proven experience in managing a team, vendor relationships, and maintenance operations.
• Familiarity with building systems (HVAC, electrical, plumbing, etc.) and maintenance best practices.
• Strong leadership and management skills with the ability to motivate and develop teams.
• Excellent organizational and project management skills, with a keen attention to detail.
• Knowledge of building systems, maintenance procedures, and safety regulations.
• Proficiency in facilities management software (e.g., CMMS systems), MS Office, and other relevant tools.
• Strong problem-solving and troubleshooting skills.
• Ability to manage budgets, negotiate contracts, and optimize resources.
• Facilities Management certification (e.g., FMP, CFM, or similar) preferred.
• OSHA certification or knowledge of health and safety regulations is a plus.

Purpose of the Job

Lead the adoption, configuration, and continual improvement of IT Service Management (ITSM) tools and processes (aligned to ITIL) to enhance IT operations and service delivery. Own the end-to-end operation of incident, service request, event, and asset/CMDB processes; drive 2nd/3rd-line support excellence; and oversee patching, vulnerability, and device management (e.g., Microsoft Intune) to keep endpoints secure and compliant with SAMA/NCA/PDPL and internal policies.

Position Details

Title: Service Desk & ITSM Senior Engineer

Department: IT / Technology Operations

Reports To: Head of IT Operations (or IT Service Delivery Manager)

Location: (City, Country)

Job Type: Full-time

Accountabilities & Responsibilities

1) Policies, Processes and Procedures

Ensure all work is executed per approved policies, processes, procedures, and work instructions.

Identify and drive continuous improvement opportunities (efficiency, cost reduction, productivity, user experience) aligned to leading practices.

Enable knowledge transfer and onboarding of team members, maintaining up-to-date SOPs and runbooks.

Track and resolve escalations from Service Desk/subordinates to closure within agreed SLAs/OLAs.

2) Function Unit (ITSM, Service Desk, Patching, Cloud/Microsoft)

ITSM Tooling & Process Ownership

Lead adoption/customization of ITSM platforms (e.g., Zoho One) to match business workflows.

Govern Incident, Service Request, Event, Asset/CMDB, and Service Catalog processes per ITIL.

Define/monitor SLAs & OLAs; manage queues and aged tickets; publish KPI dashboards & reports.

Maintain actionable ITSM analytics for CSI (trend, backlog, MTTR, first-contact resolution).

Service Desk Operations

Provide 2nd/3rd-line support for escalated/complex incidents and problems.

Own the knowledge base and CMDB data quality, taxonomy, and lifecycle.

Conduct root cause analysis (RCA) for recurring problems; implement preventive actions.

Standardize intake, triage, and escalation flows to improve end-user experience.

Patching & Vulnerability Management

Plan and execute patching for PCs/laptops/servers and critical Microsoft services.

Run vulnerability management cycles (scan → assess → remediate → verify) with clear SLAs.

Use Microsoft Intune (or equivalent) for endpoint enrollment, compliance, baseline configs, and secure posture.

Coordinate with Security/GRC to ensure endpoint compliance with SAMA and internal policy.

Microsoft & Cloud Service Management

Operate and optimize Microsoft 365 services (Exchange Online, Teams, OneDrive, SharePoint).

Manage identities and policies in AD/Azure AD; automate tasks via Intune/GPO/PowerShell.

Ensure robust monitoring, alerting, and capacity planning for collaboration services.

Documentation & Compliance

Maintain ITSM process documentation and Service Desk SOPs; keep artifacts audit-ready.

Ensure adherence to SAMA, NCA, and PDPL requirements across support and ITSM processes.

Perform regular internal audits and control testing; close findings and refine controls.

Resilience (DR/Backup)

Contribute to DR design and documentation for critical systems; validate through testing.

Ensure backup jobs are reliable, monitored, and periodically restored/tested.

3) Additional Activities

Support cross-functional teams and act as a subject-matter expert when needed.

Provide inputs and data for management reporting and decision-making.

Perform other duties reasonably assigned to support departmental objectives.

Key Relationships

Internal: All departments/end users; infrastructure, security, apps teams; IT leadership.

External: Vendors, service providers, auditors/assessors (as required).

Qualifications & Requirements

Education & Certifications

Bachelor's degree in Information Technology or related field (or equivalent experience).

Preferred: ITIL certification (Foundation or higher), PMP.

Preferred: Microsoft 365 Certified: Modern Desktop Administrator Associate.

Preferred: Zoho One Administration Certification.

Security: CompTIA Security+ (or similar) preferred.

Experience

5–6 years' experience in financial services or similarly regulated environments.

Proven track record implementing ITIL processes and optimizing Service Desk performance.

Hands-on experience with Microsoft Intune for endpoint management and patching.

Demonstrated success running patch/vulnerability programs and improving MTTR/FCR.

Technical Skills

ITSM platforms (e.g., Zoho One ServiceDesk/ManageEngine/ServiceNow/Jira Service Management).

Microsoft 365 admin (Exchange Online, Teams, OneDrive, SharePoint) and AAD/Entra ID.

AD, GPO, Intune (compliance, configuration profiles, app deployment), Windows client/server.

Vulnerability scanning tools and remediation workflows; patch orchestration at scale.

Scripting/Automation (PowerShell preferred).

Monitoring/observability of endpoints and collaboration platforms.

Behavioral Competencies

Customer-centric mindset; strong communication with both technical and non-technical users.

Ownership and urgency; excellent troubleshooting and analytical thinking.

Process discipline with a continuous improvement (CSI) orientation.

Stakeholder management and vendor coordination skills.

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.

Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it. Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their businesses running. Join us as we move forward together, growing, learning, and making a real impact for some of the world's biggest brands. The future of data resilience is here - go fearlessly forward with us.

The Desktop Support Analyst II will supervise (investigate, prioritize, escalate) incoming Service Desk tickets, provide technical support, and resolve issues as they arise. This is an on-site role; the primary workload is handling incoming tickets from remote employees. The ideal candidate will be reliable, able to analyze and address non-standard situations, and able to take ownership of the technical problems they encounter.

This will be an onsite role, based in Riyadh, Saudi Arabia
Your Tasks Will Include

• Investigate, prioritize, resolve, and escalate incoming Service Desk tickets
• Monitor Service Level Agreement (SLA) compliance within the team
• Ensure timely resolution or escalation of technical issue
• Provide IT support for hardware and software
• Perform user account administration across multiple systems
• Collaborate as a member of an international team
• Review and update the Service Desk knowledge base with accurate processes and procedures
• Additionally: support light hardware operations in the office (equipment handout/returns, simple inventory updates, basic checks to decide on repair and coordinate service)

What We Expect From You

• At least 2 years of experience in an IT Service Desk role, ideally in an enterprise environment
• Proficiency in English and Arabic, both written and spoken
• Strong multitasking skills with the ability to handle real-time support issues
• A proactive approach to delivering high-quality customer service, with the ability to work under pressure and independently
• Experience with Active Directory, including creating/managing user accounts and distribution lists, and performing password resets and account unlocks
• Familiarity with using a ticketing system (e.g., ServiceNow or similar) to manage and track workload
• In-depth knowledge of Microsoft desktop operating systems (especially Windows 10) and macOS
• Strong expertise in MS Office products
• Be able to learn a new product or technology via lab time, self-training, and technical support resources

What Will Be Your Advantage

• Ability to work with users of any level of technical knowledge
• Knowledge of networking technologies (TCP/IP, DNS, DHCP)
• ITIL certifications, CompTIA A+, Microsoft Certified Professional (MCP), or similar certifications
• Experience with incident monitoring and management systems
• Scripting and automation skills using tools like PowerShell

Veeam Software is an equal opportunity employer
and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.

Please note that any personal data collected from you during the recruitment process will be processed in accordance with our Recruiting Privacy Notice.

The Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed by us in connection with our recruitment processes.

By applying for this position, you consent to the processing of your personal data in accordance with our Recruiting Privacy Notice.

By submitting your application, you acknowledge that the information provided in your job application and any supporting documents is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification of information may result in disqualification from consideration for employment or, if discovered after employment begins, termination of employment.

About the Role

We are hiring a
Service Desk Manager
to join our company. The Service Desk Manager will lead and oversee the IT service desk operations, ensuring efficient support delivery, high customer satisfaction, and alignment with IT and business objectives. This position plays a vital role in IT incident management, problem resolution, process improvement, and continuous service optimization.

Key Responsibilities

• Lead and manage the IT service desk team (analysts and technicians).
• Oversee day-to-day operations of the service desk, ensuring SLA and KPI compliance.
• Handle escalated technical issues and ensure timely resolution.
• Develop, implement, and optimize service desk processes aligned with ITIL best practices.
• Collaborate with other IT teams (infrastructure, systems, applications) to enhance service delivery.
• Maintain documentation, knowledge base, and troubleshooting guides.
• Drive continuous improvement initiatives, automation, and process innovation.
• Ensure compliance with IT policies, security protocols, and governance standards.
• Report regularly on service desk performance, incidents, and trends.

Qualifications & Experience

• Bachelor's degree in IT, Computer Science, or related field.
• 6+ years of IT service delivery / support experience, with proven leadership in managing service desk operations.
• Strong knowledge of IT Service Management (ITSM) and ITIL framework.
• Hands-on technical knowledge in IT systems, hardware, software, and networking.
• Experience managing vendors, SLAs, and IT assets.
• Excellent problem-solving, team leadership, and communication skills.
• Certifications such as ITIL Foundation, CompTIA A+ or similar are preferred.

Benefits of Joining us

• Strategic managerial role with high visibility in IT operations.
• Opportunity to lead IT service excellence and transformation initiatives.
• Competitive salary and benefits package.
• Growth opportunities in a collaborative and dynamic environment.

A
Service Desk Analyst
plays a critical role in any organization, acting as the front-line support for all IT-related queries and issues.

Responsibilities:

• Provide first-level technical support to end-users via phone, email or in-person
• Troubleshoot hardware and software issues, network connectivity problems and peripheral equipment malfunctions
• Log all incidents and service requests in the service desk system and ensure timely closure of tickets
• Escalate complex incidents or requests to senior team members or other teams as required
• Evaluate and prioritize incidents based on impact and urgency, and take necessary actions to meet established service level agreements (SLAs)
• Install, configure and maintain hardware and software systems as required
• Create and maintain documentation related to service desk procedures, troubleshooting guides and end-user training manuals
• Participate in service desk projects and initiatives as required
• Provide end-user training on basic technology use and best practices

Qualifications:

• Diploma
  degree
  in Computer or related field or equivalent work experience
• Minimum of
  2 years of experience in a service desk or technical support role
• Excellent troubleshooting and problem-solving skills
• Strong customer service orientation and interpersonal skills
• Strong knowledge of Microsoft Windows operating systems and Microsoft Office applications
• Knowledge of virtualized environments such as VMware or Microsoft Hyper-V
• Experience with Active Directory and Exchange
• Preferably with data analysis experience
• ITIL Foundation certification preferred

The Service Desk Specialist provides frontline technical support, resolving L1 IT issues (hardware, software, and network) for employees and clients. This role ensures SLA compliance for ticket resolution while maintaining strict adherence to KSA cybersecurity standards (NCA, SAMA).

Technical Support & Troubleshooting

• Resolve L1 tickets (planning & designing requests, implementation requests, support requests, application deployment) via phone, email, or chat
• Escalate complex issues to L2/L3 teams or application support team leads with detailed documentation
• Support Microsoft 365, VPN, and SaaS applications

User & Device Management

• Configure and troubleshoot laptops, printers, and mobile devices
• Manage Active Directory user accounts, passwords, and permissions

Documentation & Knowledge Sharing

• Update IT knowledge base with solutions
• Document recurring issues for root-cause analysis

Stakeholder Communication

• Provide Arabic/English bilingual support (preferred)
• Communicate outage and preventive/corrective maintenance alerts to users

Special Projects

• Provide support on cross-functional projects
• Collaborate with other teams to align projects with KSA regulatory requirements (SAMA, NCA)
• Ensure projects are delivered on time, within budget, and with zero service disruptions