Service Desk Manager

Role Overview

Service Desk Manager at alfanar. The role oversees IT support team operations, ensures service level compliance, resolves complex technical issues, and drives continuous improvement across support services.

Role 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 Responsibilities

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.
• Recruit, recognize, and cultivate high performers to create a robust second line of management.
• Recognize low performers and guide them to improve or release them.
• Treat subordinates equally without any discrimination.
• Assess subordinates based on performance that leads to planned results.

Service Level Agreement 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.

Responsibility and Decision Making

• Take full responsibility for operations as per the job description and required deliverables, in consideration of general company guidelines.
• Anticipate problems and make necessary proactive steps to prevent them.
• Take necessary and proper timely decisions.

Delivery and Performance

• Deliver required results in timely manner with required quality and cost.
• Make a tangible difference to the area of operation and exceed business expectations.

Business Planning and Performance

• Transform corporate goals into business plans.
• Plan, follow-up, and execute annual and development plans.
• Monitor plan performance and initiate action to strengthen results and take corrective action accordingly.
• Provide periodic work progress reports.
• Monitor and control budgets and expenses to achieve optimum cost efficiency.

Organizational Development

• Develop the organizational structure according to 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, and procedures.
• Seek automation opportunities as much as possible.
• Navigate through IT solutions especially those relevant to the job and business.
• Promote automated systems and encourage full utilization to spread automation culture.

Quality Management

• Act as quality is alfanar's prime competitive advantage.

Adaptation and Compliance

• Adapt to new and alternative techniques, technologies, management structures, and business models.
• Ensure a safe, secure, and legal work environment as per standard regulations.
• Ensure availability of delegation of authority matrix with sufficient delegations as per company policy.

Qualifications & Experience

• Bachelor Degree in Information Management Sciences & Systems or any relevant field.
• 6 to 10 years of work experience.

Skills & Competencies

• Data Security Encryption Tools and Techniques.
• Emerging Network Technology.
• Help Desk Technologies.
• New Technology Research.
• Production Technical Writing.
• Technical Tools and Products.
• Technology Industry Knowledge.
• Technology Platforms.