IT Service Support Unit Manager

IT Service Support Unit Manager – Lead Strategic IT Operations and Drive Excellence in Technical Support

We are seeking a dynamic and visionary IT Service Support Unit Manager to spearhead our IT support operations, ensuring seamless, high-performance technical assistance across the organization. In this pivotal role, you will oversee a high-caliber support team, both domestically and internationally, to deliver exceptional service excellence while aligning with our digital transformation goals and industry-leading IT service standards.

The ideal candidate will be a strategic leader with a proven track record in managing IT service support functions, optimizing operational efficiency, and fostering a culture of continuous improvement. You will play a critical role in maintaining robust IT infrastructure, enforcing compliance with policies, and driving automation to enhance productivity. Your expertise will be instrumental in elevating customer satisfaction—both internally and externally—while ensuring seamless service delivery across all supported locations.

Key Responsibilities:

• Strategic IT Asset Management: Oversee the lifecycle of IT assets across the organization, ensuring optimal utilization, security, and compliance with enterprise-wide standards.
• Policy Enforcement and Compliance: Implement and monitor adherence to IT service support policies, procedures, and best practices to maintain operational integrity and regulatory alignment.
• Global Team Leadership: Lead and mentor a diverse technical support team, both within the Kingdom and internationally, fostering professional growth and ensuring alignment with organizational objectives.
• Incident and Escalation Management: Provide oversight for Level 1 technical support while efficiently escalating complex issues to higher-tier teams or external partners, minimizing downtime and maximizing resolution speed.
• Performance and Operational Excellence: Develop and track performance metrics, KPI dashboards, and operational reports to provide actionable insights for leadership and drive data-driven decision-making.
• Process Optimization and Automation: Continuously evaluate and enhance workflows, automation tools, and operational procedures to streamline processes, reduce manual effort, and improve overall efficiency.
• Workflow and Procedure Development: Design, refine, and maintain standardized operating procedures for incident management, change management, service improvements, and knowledge base practices to ensure consistency and scalability.
• Vendor and SLA Management: Monitor service-level agreements (SLAs) with external vendors and support providers, ensuring compliance and fostering collaborative partnerships for optimal service delivery.
• Stakeholder and Cross-Functional Collaboration: Engage with internal stakeholders, IT leadership, and external partners to align support strategies with broader business objectives and digital transformation initiatives.
• Innovation and Continuous Improvement: Identify opportunities for process enhancements, technological advancements, and automation to future-proof IT support operations and maintain a competitive edge.

This role demands a proactive, results-driven professional with a deep understanding of IT service management frameworks, including ITIL best practices. You will thrive in a fast-paced, globally distributed environment where leadership, problem-solving, and stakeholder management are paramount. If you are passionate about driving operational excellence and elevating IT support capabilities, we invite you to join our team and make a lasting impact.