Job Description: 

The Service Desk Operations Manager is responsible for overseeing the day-to-day operations of the organization’s IT service desk, ensuring that all support requests are managed efficiently, and that high-quality customer service is delivered to end-users. This role involves managing a team of service desk analysts, optimizing workflows, monitoring service level agreements (SLAs), and improving the overall performance and user satisfaction of the IT support function. 

Role and Responsibilities

• Lead, mentor, and manage a large team of (200+) IT support specialists to deliver outstanding customer service for end users across the Kingdom of Saudi Arabia. 
• Oversee all aspects of operating system support, ensuring End user computing devices run securely and smoothly.  
• Manage support for banks, all business-critical applications, ensuring they function properly and addressing any application-related issues as they arise. 
• Lead the IT service desk in providing hardware support, including troubleshooting hardware issues, coordinating repairs or replacements, and ensuring optimal device functionality for end users. 
• Ensure effective training and development opportunities for team members to improve technical skills and customer handling capabilities. 
• Monitor team performance, providing regular feedback and conducting performance reviews. 
• Oversee daily operations of the IT service desk, ensuring timely resolution of incidents, requests, and technical issues. 
• Ensure to meet agreed SLAs and KPIs contractually. 
• Track and manage the resolution of support tickets, escalating issues to senior management when necessary. 
• Ensure that IT service desk processes comply with banking regulations and data privacy laws 
• Coordinate with the Security and Compliance teams to ensure that service desk operations align with the bank’s internal policies, procedures, and compliance standards. 
• Ensure that customer data handling, storage, and processing follow banks Cybersecurity Framework and other relevant guidelines for the protection of sensitive financial information. 
• Continuously evaluate and improve processes to increase the efficiency and effectiveness of the IT service desk. 
• Drive all Quality team initiates to ensure the team delivers the services with utmost professionalism and customer delight. 
• Implement best practices for incident management, request fulfillment, and problem resolution. 
• Collaborate with other departments to streamline cross-functional workflows. 
• Develop and maintain strong relationships with internal and external stakeholders. 
• Serve as the primary point of contact for escalations, ensuring customer satisfaction is always maintained. 
• Work on CSAT feedback from end users and use it to improve the service desk experience. 
• Prepare regular reports on service desk performance, including ticket volume, resolution times, and customer satisfaction scores and run reviews with internal management and customer. 
• Drive CSI by Analyzing the trends of Incidents and service requests to proactively address recurring issues and identify opportunities for improvement. 
• Present findings and improvement strategies to senior management during performance reviews.
• Stay up to date with the latest technologies and tools in IT support and recommend new solutions to enhance service delivery. 
• Lead root cause analysis and resolution for major incidents, ensuring minimal disruption to business operations. 
• Drive proactive problem management strategies to prevent recurrence of incidents. 
• Ensure that all IT support activities, particularly in user-facing computing, adhere to strict IT security protocols and practices. 
• Work closely with the IT security team to maintain endpoint security, OS Upgrades and ensure the safe usage of devices across the organization. 
• Respond to potential security incidents and threats related to end-user devices, such as laptops, desktops, and mobile devices. 
• Ensure the secure deployment of software updates and patches across all user endpoints to mitigate vulnerabilities. 
• Educate and train service desk personnel and end-users on basic cybersecurity awareness, phishing threats, and secure IT practices. 
• Ensure compliance with data privacy and protection laws, specifically in relation to banking and personal data security. 
• Maintain data confidentiality, integrity, and availability in all IT service desk activities. 

Qualifications and Education Requirements 

• Bachelor’s or Master’s degree in Information Technology, Computer Science, Business Administration, or a related field 
• Strong knowledge of ITIL (Information Technology Infrastructure Library) principles and service management best practices. 

Technical qualifications: 

• Certifications: ITIL Foundation or higher is highly desirable. 
• Other IT certifications like, Microsoft certifications, CCNA, CCNP Etc. 

Preferred Skills 

• Excellent leadership and team management skills. 
• Strong problem-solving and analytical skills. 
• Exceptional communication and interpersonal skills to effectively collaborate with stakeholders at all levels (Arabic and English). 
• Knowledge of service management tools 
• Ability to prioritize tasks and manage multiple projects simultaneously. 
• Strong knowledge of Saudi Arabian compliance regulations, particularly in the banking and financial services sectors.