Position Summary:

• Lead helpdesk operations and manage support teams to deliver efficient technical support.
• Ensure the highest quality of customer service through the effective use of ITIL practices and tools like the BMC Remedy Application.

Key Responsibilities:

• Manage daily operations of the helpdesk team and field computer technicians.
• Oversee incident, problem, and change management processes following ITIL guidelines.
• Utilize the BMC Remedy Application to track, analyze, and resolve support tickets efficiently.
• Create and implement helpdesk policies, procedures, and performance metrics.
• Provide advanced support for escalated issues to ensure timely solutions.
• Collaborate with cross-functional teams to resolve complex technical problems.

Qualifications & Certifications:

• Bachelor’s Degree in Computer/Electronics Engineering, Computer Science, Information Technology, MIS, or a related discipline.
• Minimum 5 years of experience in helpdesk operations and desktop support.
• At least 4 years of experience managing helpdesk staff and field computer technicians.
• ITIL Expert certification.
• CompTIA A+ Certification.
• Microsoft 365 Certified Enterprise Administrator Expert.
• Microsoft Office Specialist 2019 Master.
• Excellent knowledge of the BMC Remedy Application.

Language & Soft Skills Requirements:

• Fluent in English; proficiency in Arabic is preferred.
• Exceptional leadership, problem-solving, and decision-making skills.
• Strong communication and interpersonal skills to work effectively with both technical and non-technical stakeholders.