Digital System Supports Lead

Position Overview

We are seeking a highly motivated and experienced Digital Systems Support Lead to oversee the day-to-day operations of our digital systems, including applications, platforms, integrations, and portals. In this pivotal role, you will lead a dynamic support team, ensure seamless service delivery, and drive continuous improvement in system performance and stability. The ideal candidate will possess a strong technical background, exceptional leadership skills, and a proven track record in IT service management, with a focus on ITIL best practices and digital transformation initiatives.

Key Responsibilities

As the Digital Systems Support Lead, you will be responsible for the following core functions:

• Technical Leadership & Incident Management:
  • Lead the resolution of incidents, service requests, and complex technical issues, ensuring adherence to Service Level Agreements (SLAs).
  • Act as the final escalation point for unresolved or high-priority issues, providing expert guidance to the support team.
  • Oversee system monitoring, performance optimization, and availability to maintain high operational standards.
• Team Leadership & Development:
  • Manage, mentor, and develop the Digital Systems Support team, fostering a culture of accountability, collaboration, and continuous learning.
  • Assign tasks, monitor performance metrics, and implement strategies to enhance team productivity and skill development.
  • Establish clear communication channels within the team and across departments to ensure alignment with organizational goals.
• Service Management & Governance:
  • Implement and enforce ITIL best practices for incident, problem, and change management to enhance service quality.
  • Track, analyze, and report on Key Performance Indicators (KPIs), SLAs, and service performance to drive data-driven decision-making.
  • Conduct thorough root cause analysis (RCA) for recurring issues and implement permanent corrective actions to prevent recurrence.
  • Maintain comprehensive documentation, knowledge base articles, and support runbooks to ensure knowledge retention and operational efficiency.
• Projects & Continuous Improvement:
  • Actively participate in digital transformation initiatives, system rollouts, and major upgrades to enhance organizational capabilities.
  • Support system integrations, patches, and enhancements to improve functionality, scalability, and user experience.
  • Collaborate with vendors to resolve critical issues, negotiate enhancements, and manage licensing agreements effectively.
  • Recommend and implement improvements to system stability, performance, and security based on industry best practices and user feedback.
• Compliance & Security:
  • Ensure strict adherence to cybersecurity policies, regulatory requirements, and data privacy standards (e.g., SAMA CSF, PDPL).
  • Implement and monitor access controls, audit logging, and compliance reporting to mitigate risks and ensure organizational integrity.
  • Partner with the Cybersecurity and Risk teams to identify, assess, and address potential vulnerabilities and threats.

Qualifications & Experience

To excel in this role, you must meet the following requirements:

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field. Advanced certifications (e.g., ITIL, PMP, or cloud platforms) are advantageous.
• Experience: Minimum of 5 years of hands-on IT or application support experience, with at least 2 years in a supervisory or leadership role.
• Technical Proficiency:
  • Deep understanding of digital platforms, SaaS solutions, and system integrations.
  • Hands-on experience with ITIL processes, service desk tools (e.g., ServiceNow, Jira), and incident management systems.
  • Familiarity with cloud platforms (Oracle, AWS, Azure) and enterprise applications is highly desirable.
  • Knowledge of regulatory frameworks such as SAMA CSF and PDPL is a plus.
• Soft Skills:
  • Exceptional leadership, coaching, and team management abilities to inspire and guide the support team.
  • Strong problem-solving and analytical skills to diagnose and resolve complex technical issues efficiently.
  • Excellent communication and stakeholder management skills to liaise with cross-functional teams and senior leadership.
  • Proven ability to prioritize and manage multiple initiatives in a fast-paced environment.
  • Strong vendor management and negotiation skills to drive favorable outcomes in partnerships.

Why Join Us?

As a Digital Systems Support Lead, you will play a critical role in shaping the technological landscape of our organization. You will have the opportunity to lead a talented team, drive innovation, and contribute to our digital transformation journey. We offer a competitive compensation package, professional growth opportunities, and a collaborative work environment where your expertise will be valued and recognized.