It Help Desk Director

The job holder is responsible for overseeing and managing ZATCA IT Help Desk activities and acting as a first point of contact for IT incidents and issues at head quarter and ports level in order to provide 1st level of support to ZATCA’s end users within the agreed service level agreements. The job holder is responsible for monitoring and reporting the IT Operations performance according to best practices and standards.

• Promote IT Help Desk services to ZATCA employees, and end users to make sure they aware of the role and added value of the IT Help Desk
• Participate in the identification and recruitment of key talent
• Discuss IT Help Desk budgeting requirements with top management and provide input to the budgeting process
• Contribute to the development of IT Operations business plan ensuring alignment with ZATCA strategy
• Ensure logging all IT requests and incidents in the ticketing system to provide best in-class IT Help Desk service
• Develop individual performance objectives, provide necessary support, evaluate/appraise team and provide regular feedback on performance
• Monitor problem / incident management to ensure timely resolution and support in the investigation and diagnosis of major problems / incidents
• Provide appropriate management reports and KPIs of IT Operations performance in terms of reported incident statistics, response time, etc. ensuring proper communication to all stakeholders for operation improvement
• Develop the operational plan for IT Help Desk in line with IT Operations business plan and IT & Digitization strategic plan
• Ensure launching periodical customer / end users’ satisfaction surveys and provide detailed reports and possible plans for enhancement
• Ensure effective utilization of IT Help Desk budget, and report accurately on progress made and challenges encountered
• Guide, mentor and support direct reports in order to execute duties according to set policies and processes
• Implement plans and provide input to enable achievement of IT Help Desk goals that support ZATCA’s overall strategic plans
• Guide the accomplishment of all IT service requests such as installation, configuration, testing, and deployment of new end-user systems, equipment and software
• Provide direction on IT assets management and disposal in alignment with relevant ZATCA functions
• Investigate and propose implementing initiatives that result in positive financial impact for IT Help Desk and mitigates financial and operational risks
• Monitor tickets volume while supporting the business users to ensure meeting expectations and taking corrective actions if needed
• Establish a high-performance working environment and promote ZATCA values
• Develop, review, and maintain the IT Help Desk procedures and tools including FAQ articles, knowledge base, documents and forms, in order to handle technical support consistently and effectively
• Review the performance metrics of the IT Operations in order to ensure alignment with agreed procedures and KPIs and evaluate the effectiveness of the operation aspects
• Oversee the handling of the retired IT equipment / media to ensure safe and secure disposal, and that no customer and/or company data is exposed
• Oversee the implementation and adoption of the IT Help Desk ticketing system to ensure full benefit from the tool with regard to service support

Knowledge and Experience:
An optimal of 8 years of relevant experience, with a preferred 3 years of experience in managerial level
Education and Certifications :

• Bachelor’s degree in Computer Science, Information Technology, or equivalent is required
• Master’s degree in Information Technology Management, Computer Science, Business Administration, or equivalent is preferred