IT Operation Services Supervisor, Riyadh, KSA

This job is OPEN to APPLY for ALL Nationalities, unless otherwise specified.

Job objective:

 

Employees at this level oversee operating companies, maintenance work, and communication with relevant sectors to achieve the objectives of the IT and digitization sector, ensure the availability of the Authority's services around the clock, and address feedback and malfunctions based on the approved service level agreement.

 

 

 

Roles and responsibilities:

 

Adherence to all relevant standard operating procedures, processes, and policies ensures that work is performed correctly and consistently.

Assisting in resolving escalated problems and providing necessary support to less experienced teams to ensure efficient work execution.

Escalating complex issues to the person concerned to ensure that matters are resolved/problems are addressed in the appropriate and correct manner.

Performing other tasks as required by the job

Providing technical support to first-level users in accordance with the Service Level Agreement ( SLA ) and Key Performance Indicators (KPIs), to resolve IT-related issues.

Receiving and managing user requests related to information technology, directing them to the relevant departments to obtain second and third-level support when needed, and following up on their resolution until completion.

 Familiarizing the Authority's employees with technical support services, application procedures, and providing them with the necessary training.

All support requests and IT incidents are recorded in the ticketing system to ensure the best possible service.

Assisting in the management of IT assets in accordance with applicable procedures and regulations.

Conducting surveys and collecting information to measure user satisfaction with IT services and collaborating with stakeholders to improve services.

Training less experienced staff on various job activities to ensure knowledge transfer, where appropriate.

Providing clear guidance, prioritizing tasks, assigning and delegating responsibility, and monitoring the work of subordinates/less experienced staff.

Supporting less experienced staff or direct reports in carrying out their tasks in accordance with established policies and procedures.

 

Qualifications and job requirements:

 

At least 5 years of experience in the field

Bachelor’s degree in Computer Science or Information Technology, or equivalent (required).

Master's degree in Information Technology, Computer Science, Business Administration, or equivalent (preferred)

DETAILS TO REGISTER FOR THIS JOB:

Send your updated ATS-compliant CV:

https://careers.zatca.gov.sa/job/Riyadh-IT-Operation-Services-Supervisor/857115523/


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