Field Support- Landport Section Manager

JOB PURPOSE:
The job holder is responsible for managing IT Field Support to provide IT help desk services to ZATCA end users in remote offices and ports within the agreed service levels and through an appropriate ticketing system.

ROLES AND RESPONSIBILITIES:

• Implement and ensure the achievement of ZATCA's strategy, aspirations and IT Field Support specific objectives.
• Provide input to identify IT Field Support required projects to meet future demands.
• Implement plans and provide input to enable achievement of IT Field Support goals that support ZATCA’s overall strategic plans.
• Participate in IT Field Support annual budgeting cycle and process.
• Manage IT Field Support efficiently and within budget, and report accurately on progress made and challenges encountered.
• Manage IT help desk services to ZATCA end users in remote offices and ports according to set of Service Level Agreement (SLA) and KPIs.
• Manage logging all remote offices’ IT requests and incidents resolution in the ticketing system to provide best in-class IT Helpdesk service.
• Manage regular maintenance and upgrade to ZATCA end users’ IT assets in remote offices and ports.
• Promote Helpdesk service and ticketing tool to ZATCA employees in remote offices and ports, and conduct the necessary awareness and training sessions in cooperation with IT Service Desk function.
• Monitor and review IT help desk services performance in ZATCA remote offices and ports against set of KPIs, recommend corrective actions to be taken, and follow-up the implementation of the corrective actions for improvement.
• Participate in the identification and recruitment of key talent.
• Guide, mentor and support direct reports in order to execute duties according to set policies and processes.
• Perform on-the-job training for direct reports and provide feedback.

JOB QUALIFICATIONS AND REQUIREMENTS:

• A minimum of 5 years of experience.
• Bachelor's or Master's degree in Computer Science, Information Technology, or equivalent is required.