IT Service Support Unit Manager

Role Overview

We are looking for a seasoned IT Service Support Unit Manager to oversee and elevate the IT support division, ensuring professional, efficient, and dependable technical support across the organisation. This leadership position involves managing IT service operations, sustaining IT assets, directing support teams within and beyond the Kingdom, and upholding exceptional customer satisfaction aligned with established policies, service standards, and digital transformation goals.

Key Responsibilities

• Oversee and manage IT assets throughout the Group.
• Ensure adherence to policies and procedures related to IT service support through implementation and monitoring.
• Lead and develop technical support teams across multiple regions, ensuring team readiness for professional service delivery.
• Supervise Level 1 IT support services and coordinate escalation procedures for complex issues.
• Generate and present regular reports on performance and operational KPIs to management.
• Establish and monitor IT support key performance indicators consistent with approved standards.
• Maintain high customer satisfaction levels internally and externally across all sites.
• Manage the lifecycle of IT asset handover, returns, tracking, and documentation.
• Drive continuous automation of operational duties to boost efficiency.
• Design, refine, and uphold workflows, rules, and procedures for IT service support activities.
• Direct incident management, change management, service improvement initiatives, and knowledge base maintenance.
• Monitor vendor and external support provider SLAs, ensuring compliance with service agreements.
• Perform additional duties as assigned within the scope of this role.

Requirements

• Bachelor’s degree in Information Technology, Information Systems, Computer Engineering, or a closely related discipline.
• At least 5 years of experience in technical support or IT service management roles.
• Proven leadership capability managing technical support teams locally and internationally.
• Experience in running service desk operations under a 24/7 support model.
• Skilled in IT asset management and automation of operational support processes.
• In-depth knowledge of IT service management best practices, including incident management, change management, SLA adherence, and knowledge management.
• Excellent reporting, communication, stakeholder management, and problem-solving competencies.
• Ability to manage support functions across diverse locations while maintaining service quality under demanding conditions.