Field Support- Landport Section Manager

Purpose of Job

Jobholders at this level carry out specific tasks independently but are subject to close supervision. They research, collect and analyze information, draft reports and documents, participate in specific meetings and develop their own professional expertise. They undertake simple operational activities including participating in the documentation of a user-friendly IT FAQ and IT help desk knowledge base. Log all IT incidents and service requests in the ticketing system. Provide 1st level technical support to the end-users on simple IT incidents and tickets to ensure effective solutions within SLAs or escalate them to the relevant function. Assist in performing maintenance to end user computers and systems. Assist in conducting service requests such as installation, configuration, testing, and deployment of new end-user systems, equipment and software.

Job Responsibilities

Strategy and Planning  

•    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

Budget Management  

•    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

Field Support Operation  

•    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

People Management  

•    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

Education

•  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

Experience

A minimum of 5 years of experience in IT Field Support

Competencies