service desk manager

ValidaTek

<div>Company Overview: At ValidaTek, we modernize and optimize IT services to solve some of the most critical challenges facing federal civilian and defense agencies. From customers to partners to top-talent employees, ValidaTek puts people first, empowering them to exceed expectations and transform government organizations. Our success starts and ends with our people, so we built a company where great people can do great things, with the resources and autonomy to make decisions that transform organizations. We operate as one team of diverse people, united by a passion for continuous growth and optimization. Our commitment to quality and performance optimization is the reason why our IT Service Projects and New Development Projects have been appraised at CMMI Maturity Level 5, positioning us as one of a handful of elite companies to receive the highest form of third-party validation. www.validatek.com Summary:
<div>
We are seeking a talented Service Desk Lead who will be responsible for managing the daily operations of the DHS CBP Technology Services Desk (TSD), ensuring high-quality, 24x7 IT support services. This role oversees staff performance, ensures adherence to ITSM processes, and drives continual improvement to meet and exceed performance metrics, customer expectations, and contractual requirements.</div>
Responsibilities:
<div>
Operational Leadership</div><ul><li>
Supervise and coordinate the daily activities of Service Desk staff to ensure effective 24x7 support coverage.</li><li>
Develop and maintain schedules, ensuring adequate staffing and backup support.</li><li>
Provide coaching, training, and mentoring to Level I and Level II Service Desk Specialists to foster professional growth and high performance.</li></ul><div>
Performance &amp; Quality Management</div><ul><li>
Monitor staff performance against defined service metrics and benchmarks, ensuring compliance with established processes and standards.</li><li>
Drive continual process improvements to enhance service quality, efficiency, and customer satisfaction.</li></ul><div>
Incident &amp; Request Management</div><ul><li>
Oversee the handling of service requests, incidents, and problem tickets, ensuring timely resolution.</li><li>
Coordinate urgent or escalated support issues, providing direction to staff and communicating effectively with stakeholders.</li><li>
Conduct root cause analysis to identify trends and implement corrective actions.</li></ul><div>
ITSM Process Oversight</div><ul><li>
Provide oversight for ITSM processes, including:<ul><li>
Service Request, Incident, Change, Release, and Problem Management</li><li>
Knowledge, Asset, Event, and Service Level Management</li><li>
Service Catalog and CMDB Administration</li><li>
Reporting and performance analytics</li></ul></li><li>
Ensure ITSM tools, such as Jira or ServiceNow, are optimized and maintained to support operational efficiency.</li></ul><div>
Customer &amp; Stakeholder Engagement</div><ul><li>
Interact regularly with internal and external customers to manage expectations and ensure alignment with operational and contractual goals.</li><li>
Deliver performance updates and insights to leadership and stakeholders.</li></ul>
Qualifications:
<ul><li>Education: Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related field (or equivalent combination of education and experience).</li><li>
Clearance: Must be a US citizen with the ability to obtain CBP Suitability clearance.</li><li>
Experience:<ul><li>
Minimum 5 years of experience in IT service desk or technical support operations.</li><li>
At least 2 years of experience leading or supervising service desk teams.</li></ul></li><li>
Technical Skills:<ul><li>
Hands-on experience with ITSM platforms such as ServiceNow, Jira, or equivalent tools.</li><li>
Strong understanding of ITIL-based service management processes.</li></ul></li><li>
Certifications:<ul><li>
ITIL v3 Certification - required.</li></ul></li><li>
Skills &amp; Abilities:<ul><li>
Proven ability to manage multiple priorities in a dynamic, fast-paced environment.</li><li>
Strong problem-solving and analytical skills with a focus on process improvement.</li><li>
Excellent leadership, communication, and customer service skills.</li></ul></li></ul>
Posted Min Pay Rate: USD $90,000.00/Yr. Posted Max Pay Rate: USD $120,000.00/Yr. Salary Disclosure: Actual salary will be based on a variety of factors including but not limited to experience, geographic location, contract affordability, internal equity, education, and certifications. The upper end of the salary range may be reserved for individuals who have demonstrated tenure with the company, seniority, and proven excellent performance. This includes factors such as education, certifications, and extensive/unique experience beyond what is required. EEO Statement: ValidaTek is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status. Applicants who are selected for employment will be required to verify authorization to work in the United States. Offers of employment will be contingent upon passing a post-offer background check.</div>

Service Desk Lead

King Salman International Airport Development Company

<div>
 
 
 Job Summary:
 
 
 
 The
 
 Manager &ndash; IT Operations and Service Desk
 
 is responsible for overseeing the organization&rsquo;s IT operations and ensuring seamless service delivery to end-users. This includes managing the Service Desk team, IT infrastructure support, incident and request management, and ensuring service-level agreements (SLAs) are met. The role involves a balance of strategic leadership, people management, and hands-on technical oversight to support business continuity and user satisfaction.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 
 
 
 1. IT Operations Management:
 
 
 <ul>
 <li>
 Lead and manage daily IT operations including servers, network, end-user computing, and cloud services.
 </li>
 <li>
 Ensure high availability and performance of IT systems and services.
 </li>
 <li>
 Implement and maintain IT operational processes, policies, and documentation in line with ITIL best practices.
 </li>
 <li>
 Oversee monitoring tools to proactively identify and resolve potential issues before they impact users.
 </li>
 <li>
 Ensure effective backup, disaster recovery, and business continuity planning and execution.
 </li>
 </ul>
 
 
 
 
 
 2. Service Desk Management:
 
 
 <ul>
 <li>
 Manage and mentor the Service Desk team to deliver excellent first-line and second-line technical support.
 </li>
 <li>
 Ensure timely resolution of incidents and service requests as per SLAs.
 </li>
 <li>
 Monitor Service Desk metrics, identify trends, and implement improvement initiatives.
 </li>
 <li>
 Establish and refine ticketing system workflows and escalation procedures.
 </li>
 <li>
 Act as an escalation point for complex technical issues.
 </li>
 </ul>
 
 
 
 
 
 3. Team Leadership &amp; Development:
 
 
 <ul>
 <li>
 Provide leadership, coaching, and professional development to IT support staff.
 </li>
 <li>
 Set team goals, conduct performance reviews, and drive a culture of accountability and continuous improvement.
 </li>
 <li>
 Manage staffing levels and scheduling to ensure adequate coverage across operating hours.
 </li>
 </ul>
 
 
 
 
 
 4. Vendor &amp; Asset Management:
 
 
 <ul>
 <li>
 Oversee hardware and software inventory, procurement, and lifecycle management.
 </li>
 <li>
 Manage vendor relationships, contracts, and service-level agreements related to IT operations and support services.
 </li>
 </ul>
 
 
 
 
 
 5. Security &amp; Compliance:
 
 
 <ul>
 <li>
 Ensure IT operational practices comply with organizational security policies and regulatory requirements.
 </li>
 <li>
 Collaborate with Information Security and Compliance teams to support audits and implement corrective actions.
 </li>
 </ul>
 
 
 
 
 
 6. Continuous Improvement &amp; Projects:
 
 
 <ul>
 <li>
 Identify opportunities for automation and operational efficiency.
 </li>
 <li>
 Participate in or lead IT-related projects and initiatives, ensuring timely and cost-effective delivery.
 </li>
 <li>
 Gather feedback from users to improve service delivery and user satisfaction.
 </li>
 </ul>
 
 
 
 
 
 
 
 
 Qualifications &amp; Experience:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Computer Science, Information Technology, or a related field.
 </li>
 <li>
 ITIL Foundation Certification (required); ITIL Intermediate or Expert is a plus.
 </li>
 <li>
 Additional certifications (e.g., Microsoft, Cisco, CompTIA, PMP) are an advantage.
 </li>
 <li>
 Minimum 6&ndash;8 years of experience in IT support or operations, with at least 3&ndash;5 years in a leadership or managerial role.
 </li>
 <li>
 Experience managing a 24/7 or global service desk environment is desirable.
 </li>
 <li>
 Proven track record in managing IT infrastructure and service delivery in a mid to large-scale organization.
 </li>
 </ul>
</div>

Manager – IT Operations and Service Desk

Cognizant Technology Solutions

<div>Job Summary:
The Infrastructure Technology Specialist is responsible for managing and optimizing service desk operations, with a focus on ServiceNow and Service Desk App Support. Leveraging expertise in Medicare and Medicaid claims, this role ensures efficient service delivery in a hybrid work environment. Key responsibilities include resolving complex technical issues, maintaining compliance, improving service desk performance, and collaborating across teams to align IT support with business goals.
In this role, you will:
<ul><li>Manage and optimize service desk operations to ensure efficient and effective support for end-users.</li><li>
Implement and maintain Service Now solutions to streamline service management processes.</li><li>
Provide expert-level support for Service Desk App Support ensuring minimal downtime and maximum user satisfaction.</li><li>
Collaborate with cross-functional teams to integrate service desk solutions with other IT systems.</li><li>
Analyze and resolve complex technical issues related to Medicare and Medicaid Claims.</li><li>
Develop and document standard operating procedures for service desk operations.</li><li>
Monitor service desk performance metrics and implement improvements as needed.</li><li>
Ensure compliance with industry standards and regulations in all service desk activities.</li><li>
Conduct regular training sessions for service desk staff to enhance their skills and knowledge.</li><li>
Lead initiatives to improve customer satisfaction and service delivery quality.</li><li>
Coordinate with vendors and third-party providers to ensure seamless service integration.</li><li>
Participate in strategic planning to align service desk operations with organizational goals.</li><li>
Provide insights and recommendations to senior management on service desk improvements.</li></ul>
Work model:
At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role&rsquo;s business requirements, this is a Remote position.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you&rsquo;re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
What do you need in this role?<ul><li>
Possess a strong background in Service Desk operations with extensive experience in Service Now.</li><li>
Demonstrate expertise in Service Desk App Support ensuring high levels of service availability.</li><li>
Have in-depth knowledge of Medicare and Medicaid Claims processes and regulations.</li><li>
Exhibit excellent problem-solving skills and the ability to resolve complex technical issues.</li><li>
Show proficiency in developing and implementing standard operating procedures.</li><li>
Display strong communication skills to effectively collaborate with cross-functional teams.</li></ul>
Salary and Other Compensation:
Applications will be accepted until September 14, 2025
The annual salary for this position is between $59,500 to $75,000 depending on the experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant&rsquo;s discretionary annual incentive program, based on performance and subject to the terms of Cognizant&rsquo;s applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:<ul><li>
Medical/Dental/Vision/Life Insurance</li><li>
Paid holidays plus Paid Time Off</li><li>
401(k) plan and contributions</li><li>
Long-term/Short-term Disability</li><li>
Paid Parental Leave</li><li>
Employee Stock Purchase Plan</li></ul>
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
#LI-MA1#CB #Ind123</div>

System Engineer

Genpact

<div><div><div>Ready to build the future with AI? 
At Genpact, we don&rsquo;t just keep up with technology&mdash;we set the pace. AI and digital innovation are redefining industries, and we&rsquo;re leading the charge. Genpact&rsquo;s AI Gigafactory, our industry-first accelerator, is an example of how we&rsquo;re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies&rsquo; most complex challenges. 
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what&rsquo;s possible, this is your moment. 
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions &ndash; we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.</div><div>
Inviting applications for the role of Process Associate&ndash; Workplace Services Service Desk</div><div>
Responsibilities 
<ul><li>Team Leadership:</li></ul>
o Lead and manage a team of service desk analysts, ensuring high performance, accountability, and quality of work. 
o Provide coaching, mentoring, and professional development to team members. 
o Ensure the team is adequately trained on technical skills, service desk processes, and customer service standards. 
o Conduct regular performance evaluations and provide feedback to team members. 
<ul><li>Incident &amp; Request Management:</li></ul>
o Oversee the incident and request management process, ensuring that issues are prioritized and resolved within agreed service level agreements (SLAs). 
o Manage escalated incidents and service requests that require higher-level intervention, coordinating with other technical teams as necessary. 
o Monitor ticket queues and ensure tickets are handled and resolved within specified timeframes. 
<ul><li>SLA &amp; Performance Monitoring:</li></ul>
o Ensure that the team meets or exceeds established SLAs and key performance indicators (KPIs). 
o Track team performance metrics (e.g., ticket resolution time, first-call resolution, customer satisfaction) and provide reports to the Service Desk Manager. 
o Implement and enforce standard operating procedures (SOPs) to improve efficiency and quality. 
<ul><li>Operational Efficiency:</li></ul>
o Identify areas of improvement within the team&rsquo;s workflows and suggest improvements or process optimizations. 
o Handle escalations effectively, ensuring timely resolution of issues to meet business needs. 
o Ensure adherence to ITIL best practices for incident, problem, change, and service request management. 
<ul><li>Customer Focus:</li></ul>
o Provide excellent customer service, ensuring users have a positive experience when interacting with the service desk team. 
o Ensure clear, professional, and timely communication with end-users regarding issue resolution and status updates. 
o Conduct follow-ups with users to ensure issue resolution satisfaction and gather feedback for continuous improvement. 
<ul><li>Reporting &amp; Documentation:</li></ul>
o Maintain accurate records of incidents, service requests, and actions taken within the ticketing system. 
o Prepare and deliver reports on essential metrics like Productivity, FCR, Re-assignment score, Call abandon rate, Response &amp; Resolution SLA and Team performance. 
o Ensure knowledge base articles are up-to-date and relevant, assisting the team in resolving issues efficiently. 
<ul><li>Collaboration &amp; Stakeholder Management:</li></ul>
o Act as a liaison between the service desk and other IT teams (e.g., Network, Infrastructure, Development) to resolve complex issues. 
o Engage with key stakeholders to understand business requirements and ensure alignment between IT services and business needs.</div><div> 
Qualifications 
Minimum qualifications 
 
College diploma or university degree in the field of computer science. 
<ul><li>Relevant work experience in Knowledge Management and Team Management.</li></ul></div><div>
Preferred qualifications 
Strong communicator &ndash; English in spoken and written form.</div><div>
Why join Genpact? 
<ul><li>Lead AI-first transformation &ndash; Build and scale AI solutions that redefine industries</li><li>Make an impact &ndash; Drive change for global enterprises and solve business challenges that matter</li><li>Accelerate your career&mdash;Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills</li><li>Grow with the best &ndash; Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace</li><li>Committed to ethical AI &ndash; Work in an environment where governance, transparency, and security are at the core of everything we build</li><li>Thrive in a values-driven culture &ndash; Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress</li></ul>
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. 
Let&rsquo;s build tomorrow together. 
 
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. 
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.</div></div> 
JobProcess Associate
Primary LocationIndia-Hyderabad
ScheduleFull-time
Education LevelBachelor's / Graduation / Equivalent
Job PostingSep 3, 2025, 10:32:15 AM
Unposting DateOct 3, 2025, 1:29:00 PM
Master Skills ListConsulting
Job CategoryFull Time</div>

Process Associate– Workplace Services Service Desk

RP International

<div>
 
 You will be responsible for defining, documenting, and refining IT service management (ITSM) processes and service level agreements (SLAs), focusing on ManageEngine ITSM platforms. You will implement, automate, and optimize ITSM workflows, KPIs, and service requirements to ensure efficient IT service delivery aligned with industry best practices such as ISO/IEC 20000.
 
 
 
 
 
 
 What You Will Do:
 
 
 <ul>
 <li>
 You will define and document new and updated ITSM processes and SLAs, ensuring they align with best practices and organizational needs.
 </li>
 <li>
 You will implement and automate new or enhanced service workflows, SLAs, KPIs, and other service management requirements within ManageEngine ITSM.
 </li>
 <li>
 You will enhance ITSM practices by automating and verifying them in line with IT service management standards.
 </li>
 <li>
 You will consider dependencies between ITSM practices during implementation and automation.
 </li>
 <li>
 You will assess current ITSM services, metrics, designs, and configurations, recommending and implementing improvements for maintenance, support, and continual enhancement.
 </li>
 <li>
 You will identify opportunities to enhance existing ITSM processes and SLAs through business analysis and data collection, supporting automation.
 </li>
 <li>
 You will develop and integrate new ITSM system features with technology solutions such as:
 </li>
 <li>
 Single Sign-On (SSO) for user access management
 </li>
 <li>
 Privileged Access Management (PAM) for admin and service account controls
 </li>
 <li>
 Active Directory, ERP, or other organizational system integrations
 </li>
 <li>
 Third-party solution integrations as necessary
 </li>
 <li>
 You will create and implement custom coding for ITSM applications, including portal and tool configuration enhancements.
 </li>
 <li>
 You will configure and automate key ITSM components, including:
 </li>
 <li>
 Service categories and catalogs
 </li>
 <li>
 Priority and business rules
 </li>
 <li>
 SLA definitions
 </li>
 <li>
 Templates and workflows
 </li>
 <li>
 Incident, problem, and request lifecycle management
 </li>
 <li>
 Closing and notification rules
 </li>
 </ul>
 <li>
 </li>
 
 
 What You Will Need:
 
 
 <ul>
 <li>
 At least 7 years of hands-on experience administering and supporting ManageEngine products.
 </li>
 <li>
 A bachelor&rsquo;s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
 </li>
 <li>
 ITIL Foundation certification is preferred.
 </li>
 <li>
 ManageEngine Service Desk Plus Administration certification is a plus.
 </li>
 <li>
 Proficiency in ManageEngine Service Desk Plus (SDP), including configuration, customization, workflow automation, and reporting.
 </li>
 <li>
 Strong understanding of ITSM processes: Incident, Problem, Change, Request, and SLA management.
 </li>
 <li>
 Experience developing custom dashboards and reports with advanced filters, KPIs, and trend analysis.
 </li>
 <li>
 Familiarity with SQL for reporting and troubleshooting is preferred.
 </li>
 <li>
 Basic scripting skills (PowerShell, Python) for automation tasks.
 </li>
 <li>
 Experience in system monitoring, troubleshooting, and performance optimization.
 </li>
 <li>
 Knowledge of email notifications, templates, and integrations within ITSM platforms.
 </li>
 <li>
 Experience with release management and patch upgrades for ITSM systems.
 </li>
 <li>
 Proven ability to maintain and optimize service desk workflows.
 </li>
 <li>
 Experience analyzing data and reporting on incident and service request trends.
 </li>
 <li>
 Prior experience with service reviews, SLA compliance reporting, and stakeholder communication.
 </li>
 <li>
 Exposure to automation and process improvement initiatives within IT operations.
 </li>
 </ul>
 
 
</div>

Engineer

<div></div><div><div>Job Summary: 
</div><div></div> 
<div>The role is responsible for establishing and managing a structured Project Management environment aligned with best practices and SDLC standards. The position oversees the planning, execution, and monitoring of IT and MIS project portfolios, ensuring delivery within scope, time, and budget. The role requires close collaboration with project managers, stakeholders, and sponsors to ensure governance, risk management, and continuous improvement in project delivery.</div><div></div><div> 
In addition, the role supervises the IT service desk team, ensuring high-quality service delivery, adherence to SLAs, effective incident management, and ongoing skill development. By combining strong project management expertise with IT service management oversight, the role drives organizational efficiency, process improvements, and enhanced customer experiences.</div><div></div><div> 
Job duties include but are not limited to:</div> 
<div></div><ul><li>
Setup the Project Management environment following best practice standards. This includes the methodology to be followed in managing projects, Phases, deliverables, templates to be used within each phase of the SDLC.</li><li>
Lead and manage IT projects from initiation to completion, ensuring they are delivered on time, within scope, and within budget.</li><li>
Provide oversight and follow-up on MIS/IT project portfolios to ensure they are progressing according to plan, budget, and deadlines.</li><li>
Collaborate with project managers and teams to ensure proper management of project is being followed to ensure success.</li><li>
Track the progress of projects within the portfolio of projects, providing regular updates to stakeholders on status, risks, and issues.</li><li>
Maintain clear and effective communication with project sponsors, stakeholders, and management to ensure alignment and support.</li><li>
Identify and mitigate risks across the project portfolio to ensure successful project delivery.</li><li>
Evaluate the performance of projects and the portfolio as a whole, identifying areas for improvement and implementing necessary changes.</li><li>
Establish and maintain project governance structures, processes, and standards to ensure consistency and quality in project delivery.</li><li>
Manage changes to the project portfolio, ensuring that changes are assessed, approved, and communicated effectively.</li><li>
Promote and implement continuous improvement initiatives within the project management processes and portfolio management practices.</li><li>
Supervise and lead a team of service desk agents and technicians, providing guidance, support, and feedback to ensure high-quality service delivery.</li><li>
Ensure the timely and effective delivery of IT services to end-users and customers, meeting or exceeding predefined service level agreements (SLAs).</li><li>
Oversee the handling of IT incidents and service requests, ensuring they are properly logged, categorized, prioritized, and resolved within acceptable timeframes.</li><li>
Interact with users to understand their needs, address concerns, and gather feedback to continuously improve service quality.</li><li>
Monitor and evaluate the team's performance, identifying areas for improvement and implementing corrective actions as needed.</li><li>
Organize training sessions to enhance the skills and knowledge of the team, keeping them up to date with the latest technologies and management best practices.</li><li>
Ensure accurate and up-to-date documentation of processes, procedures, and troubleshooting steps to facilitate knowledge sharing and consistency in service delivery.</li><li>
Continuously analyze service desk metrics and customer feedback to identify opportunities for process improvements and enhanced customer experiences.</li><li>
Handle and escalate complex or high-priority issues to appropriate teams or management for resolution.</li></ul><div></div><div> 
Required Qualification:</div><div></div><ul><li> 
Education: A bachelor's degree in computer science, information technology, business, project management, or a related field is typically preferred. A master's degree is a plus.</li><li>
ITIL (Information Technology Infrastructure Library) and PMP (Project Management Professional) certifications are required to demonstrate proficiency in IT service management and project management. Certification in portfolio management, such as MoP (Management of Portfolios) and SDLC (Software Development Life Cycle), is advantageous</li><li>
 Work Experience: Extensive experience in project management, with at least several 5- 7 years in a portfolio management role. Prior experience in a service desk or IT support role is in a supervisory or team lead position is a plus.</li><li>
Preferred Language: Arabic &amp; English</li></ul><div></div><div> 
 Required professional Skills.:</div> 
<div></div><ul><li>
A strong understanding of IT systems, hardware, software, and network troubleshooting is necessary. Familiarity with various operating systems, IT service management (ITSM) tools, and project management software is advantageous.</li><li>
Excellent verbal and written communication skills are crucial for interacting with customers, team members, and other stakeholders effectively.</li><li>
The ability to lead, motivate, and mentor a team is essential to ensure a productive and cohesive work environment.</li><li>
Strong analytical and problem-solving skills are necessary for identifying root causes of issues and implementing effective solutions.</li><li>
A customer-centric approach and dedication to providing exceptional service are vital in this role.</li><li>
Effective time management and organizational skills are necessary to prioritize tasks and meet deadlines.</li><li>
Ability to think strategically and align the project portfolio with the organization's goals and objectives.</li></ul></div>

Project and Service Delivery Manager - MIS

ترشيد | TARSHID

<div>
 
 
 
 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 &amp; End-User Support:
 
 
 <ul>
 <li>
 Lead and oversee the Level 1 Service Desk operations to ensure effective incident resolution and request fulfillment.
 </li>
 <li>
 Implement, enforce, and govern ITIL-based processes across incident, problem, change, and request management.
 </li>
 <li>
 Act as the primary escalation point for IT support issues impacting business users.
 </li>
 <li>
 Monitor end-user satisfaction and drive service improvements through feedback and metrics.
 </li>
 </ul>
 
 
 Monitoring &amp; Service Continuity:
 
 
 <ul>
 <li>
 Manage enterprise monitoring platforms to ensure proactive detection of service disruptions.
 </li>
 <li>
 Establish and refine monitoring thresholds, escalation paths, and incident response playbooks.
 </li>
 <li>
 Coordinate incident and problem management with internal IT teams to ensure timely resolution.
 </li>
 </ul>
 
 
 ITIL Process Ownership &amp; Governance:
 
 
 <ul>
 <li>
 Own and continuously improve ITIL processes across the organization.
 </li>
 <li>
 Ensure process adherence by vendors and internal teams.
 </li>
 <li>
 Maintain accurate service catalog, CMDB, and documentation for IT services.
 </li>
 </ul>
 
 
 Vendor &amp; Partner Coordination:
 
 
 <ul>
 <li>
 Oversee performance of related managed service partners delivering IT operations and L1 support.
 </li>
 <li>
 Review vendor SLA reports, track performance trends, and drive corrective action plans where needed.
 </li>
 <li>
 Lead governance meetings with related vendors to review incidents, SLAs, and improvement opportunities.
 </li>
 </ul>
 
 
 Service Excellence &amp; Continuous Improvement:
 
 
 <ul>
 <li>
 Measure and improve IT service performance, aligning with business needs and user expectations.
 </li>
 <li>
 Drive initiatives to enhance IT service delivery efficiency, automation, and self-service adoption.
 </li>
 <li>
 Provide regular reporting on IT service KPIs, trends, and improvement actions.
 </li>
 </ul>
 
 
 
 
 
 
 Qualifications, Experience &amp; Skills :
 
 
 
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Computer Science or equivalent, or any related field
 </li>
 <li>
 Relevant Professional Certification is preferred (ITIL, etc.) is preferred
 </li>
 <li>
 5+ years of experience in IT Infrastructure /IT Engineer; preferably within an Energy industry.
 </li>
 <li>
 Proficiency level in English required, and fluency in Arabic is preferred.
 </li>
 </ul>
 
 
 Technical &amp; Process Expertise:
 
 
 <ul>
 <li>
 Strong knowledge of ITIL service management framework and best practices.
 </li>
 <li>
 Experience managing service desks, ITSM/ticketing platforms (e.g., ServiceNow, ManageEngine, Remedy).
 </li>
 <li>
 Understanding of IT monitoring tools and event correlation systems.
 </li>
 <li>
 Knowledge of service delivery in a managed services environment.
 </li>
 </ul>
 
 
 Governance &amp; Oversight:
 
 
 <ul>
 <li>
 Proven track record in SLA monitoring, vendor governance, and performance management.
 </li>
 <li>
 Ability to design, implement, and enforce IT service management policies and processes.
 </li>
 <li>
 Experience with audits, compliance checks, and service reviews.
 </li>
 </ul>
 
 
 Soft Skills:
 
 
 <ul>
 <li>
 Strong customer service orientation and user advocacy.
 </li>
 <li>
 Excellent communication and stakeholder management skills.
 </li>
 <li>
 Analytical mindset with the ability to identify root causes and implement improvements.
 </li>
 <li>
 Ability to manage priorities in a high-demand environment
 </li>
 </ul>
 
 
 
 
 
 
 Job Benefits:
 
 
 
 <ul>
 <li>
 Bonus
 </li>
 <li>
 Vacation Days
 </li>
 <li>
 VIP Medical Insurance
 </li>
 <li>
 School Assistance
 </li>
 <li>
 Wala Plus
 </li>
 <li>
 Annual Air Ticket
 </li>
 <li>
 Mobile Allowance
 </li>
 <li>
 Wellness Allowance
 </li>
 </ul>
 
 
</div>

IT Support Lead (IT Service Management & Support)

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