IT Service Support Unit Manager | Saudi Holding Co.

Leverage your abilitiesand join the dynamic team of a leadingSaudi holding companythat owns a group of companies in the retail and perfume sector Andexpanding operations to Egypt.

Work Location: Cairo,Egypt.

As an IT Service Support Unit Manager you will manage the IT support unit, oversee daily operations, including the operation and repair of computer systems and networks around the clock.Guide department employees and develop plans detailing the mechanisms of technical support and smart services.

• Manage and maintain IT assets for the company.
• Implement and maintain policies and procedures related to the IT support unit.
• Oversee the IT support team inside and outside the Kingdom, ensuring all team members are trained to perform their duties professionally 24/7.
• Manage and maintain the level 1 helpdesk for all IT services.
• Create performance reports and operational KPIs for the unit, reporting to the IT and Communications Director and the General Manager of Digitization and IT.
• Manage and maintain helpdesk KPIs as per standards.
• Ensure customer satisfaction inside and outside Saudi Arabia.
• Manage and maintain the IT asset handover process and employee onboarding.
• Continuously manage and maintain task automation.
• Manage and maintain the business rules and workflows of the helpdesk.
• Manage and maintain processes related to incident management, change management, development and enhancement, and knowledge base.
• Perform other duties as requested.

We Are Looking For:

• Bachelor's degree in Information Technology or a related fieled .
• Minimum of 5 years of experience leading a technical support team.
• Extensive knowledge and experience in IT Infrastructure Library (ITIL) and IT Service Management (ITSM).

Technical Competencies:

1. Digital Transformation: Adopt digital technology to transform services or businesses by replacing non-digital or manual processes with digital ones or upgrading existing digital technologies.
2. Project Management: Plan, execute, monitor, and complete projects, ensuring effective management of scope, resources, time, cost, quality, risks, and communication.
3. Business Analysis: Expertise in using business analysis techniques and tools to maximize the benefits of information.
4. Application Management and Maintenance: Develop mature systems, procedures, and policies to improve the efficiency of various functions, coordinating with vendors for updates and new applications to meet department needs and expectations.
5. IT Technical Support: Provide high-quality technical support services according to approved procedures, offering regular or on-demand maintenance services for applications.