IT Support Lead (IT Service Management & Support)

About Tarshid:

Tarshid is the National Energy Services Company, established by the Public Investment Fund to catalyze the development of a more energy efficient Saudi Arabia. The launch of Tarshid is a result of a collaborative effort between the Ministry of Energy, Ministry of Finance and the Saudi Energy Efficiency Center. Tarshid aims to be a pioneer in the energy efficiency field and to build towards a more sustainable future. Tarshid has a mandate to develop, fund and manage impactful energy efficiency projects in government and commercial sectors that achieve significant energy savings for the Kingdom.

Job Summary:

The jobholder is responsible for ensuring effective operation, monitoring, and end-user satisfaction in IT services across the organization. This role oversees the Level 1 Service Desk, manages IT monitoring platforms, and owns the ticketing system along with all ITIL processes to ensure service excellence. The Lead acts as the primary escalation point for operational and end-users issues, coordinates with internal IT teams, related vendors and managed service providers, and ensures all services meet agreed SLAs, business expectations, and continuously enhance user satisfaction.

Main Responsibilities:

Service Desk & End-User Support:

• Lead and oversee the Level 1 Service Desk operations to ensure effective incident resolution and request fulfillment.
• Implement, enforce, and govern ITIL-based processes across incident, problem, change, and request management.
• Act as the primary escalation point for IT support issues impacting business users.
• Monitor end-user satisfaction and drive service improvements through feedback and metrics.

Monitoring & Service Continuity:

• Manage enterprise monitoring platforms to ensure proactive detection of service disruptions.
• Establish and refine monitoring thresholds, escalation paths, and incident response playbooks.
• Coordinate incident and problem management with internal IT teams to ensure timely resolution.

ITIL Process Ownership & Governance:

• Own and continuously improve ITIL processes across the organization.
• Ensure process adherence by vendors and internal teams.
• Maintain accurate service catalog, CMDB, and documentation for IT services.

Vendor & Partner Coordination:

• Oversee performance of related managed service partners delivering IT operations and L1 support.
• Review vendor SLA reports, track performance trends, and drive corrective action plans where needed.
• Lead governance meetings with related vendors to review incidents, SLAs, and improvement opportunities.

Service Excellence & Continuous Improvement:

• Measure and improve IT service performance, aligning with business needs and user expectations.
• Drive initiatives to enhance IT service delivery efficiency, automation, and self-service adoption.
• Provide regular reporting on IT service KPIs, trends, and improvement actions.

Qualifications, Experience & Skills :

• Bachelor’s degree in Computer Science or equivalent, or any related field
• Relevant Professional Certification is preferred (ITIL, etc.) is preferred
• 5+ years of experience in IT Infrastructure /IT Engineer; preferably within an Energy industry.
• Proficiency level in English required, and fluency in Arabic is preferred.

Technical & Process Expertise:

• Strong knowledge of ITIL service management framework and best practices.
• Experience managing service desks, ITSM/ticketing platforms (e.g., ServiceNow, ManageEngine, Remedy).
• Understanding of IT monitoring tools and event correlation systems.
• Knowledge of service delivery in a managed services environment.

Governance & Oversight:

• Proven track record in SLA monitoring, vendor governance, and performance management.
• Ability to design, implement, and enforce IT service management policies and processes.
• Experience with audits, compliance checks, and service reviews.

Soft Skills:

• Strong customer service orientation and user advocacy.
• Excellent communication and stakeholder management skills.
• Analytical mindset with the ability to identify root causes and implement improvements.
• Ability to manage priorities in a high-demand environment

Job Benefits:

• Bonus
• Vacation Days
• VIP Medical Insurance
• School Assistance
• Wala Plus
• Annual Air Ticket
• Mobile Allowance
• Wellness Allowance