IT Service Desk Section Manager

About This Role

Purpose of Job

The job holder is responsible for managing ZATCA’s IT Service Desk by providing 1st level support for IT incidents and issues that can be solved remotely to avoid work disruption and answer end users queries in a timely manner within the agreed service levels and through an appropriate ticketing system.

Job Responsibilities

Strategy and Planning

• Implement and ensure the achievement of ZATCA's strategy, aspirations and IT Service Desk specific objectives
• Provide input to identify IT Service Desk required projects to meet future demands
• Implement plans and provide input to enable achievement of IT Service Desk goals that support ZATCA’s overall strategic plans

Budget Management

• Participate in IT Service Desk annual budgeting cycle and process
• Manage IT Service Desk efficiently and within budget, and report accurately on progress made and challenges encountered

Helpdesk Operation

• Develop, review, update and maintain the IT service desk procedures and services including FAQ articles, knowledge base, documents and forms, in order to handle technical support consistently through effective and timely resolution
• Engage with ZATCA employees, end users and taxpayers in order to make sure they are aware of the role and added value of the IT service desk
• Manage the implementation and adoption of the IT service desk and ticketing system to ensure full benefit from the tool with regard to service support
• Supervise IT technical support team in accomplishing service requests such as installation, configuration, testing, and deployment of new end-user systems, equipment and software
• Identify problem trends and ensure that troubleshooting efforts are completed for recurring problems and permanent solutions are found
• Handle the retired IT equipment / media to ensure safe and secure disposal, and that no customer and/or company data is exposed
• Monitor problem / incident management to ensure timely resolution and support in the investigation and diagnosis of major problems / incidents
• Ensure in time escalation of tickets that need field support to avoid work and operation disruption specially at ports level

People Management

• Participate in the identification and recruitment of key talent
• Guide, mentor and support direct reports in order to execute duties according to set policies and processes
• Perform on-the-job training for direct reports and provide feedback

Education

• Bachelor’s degree in Computer Science, Information Technology, or equivalent is required
• Master’s degree in Information Technology Management, Computer Science, Business Administration, or equivalent is preferred

Experience A Minimum 5 years of Experience

Competencies

Collaboration and Communication - Developing

IT Operations Management - Advanced

Professionalism - Proficient

Database Design and Operations - Proficient

IT Compliance - Proficient

Develop Teams - Developing

Information Systems Knowledge - Advanced

Leading by Example - Developing

Infrastructure Management - Advanced

Strategic Thinking - Developing

Operational Excellence - Developing

Results Oriented - Proficient

Customer Focus - Proficient

Solving IT Incidents and Problems - Advanced

Enablement of Change and Innovation - Developing