Design with IT Operation Manager all policies and procedures related to IT Service Desk
 Oversee the incidents, problems and change requests.
 Manage and coordinates urgent and complicated support issues become the incident manager in major incidents.
 Act as an escalation point for all incidents and requests. Develop and mature phone & email ticket escalation processes to ensure free-flowing escalation and information within the organization.
 Determine root cause of issues and communicate appropriately to internal and external users
 Provide data and reporting of KPIs and trends to Management and others in ad-hoc, weekly, monthly and as needed.
 Drive Ticket and develop strategies for improvement. Work to make the Service Desk the single source of service delivery channel for the group.
 Monitor and manage phone & email queue (participating in escalated calls as needed).
 Develop Service and Operational Level Agreements to set expectations and measure performance.
 Develop an effective and workable ITIL framework for managing and improving users support in the organization.
 Advise Management on situations that may require additional users support or escalation.
 Escalation may involve out of hours’ support via phone or email
 Train, coach, and mentor Service Desk Analysts and Technical Engineers including career development. Oversee staff activities. Builds/obtain (from other departments) training material for support staff.
 Ensure that users incidents that occur across Al Romaih Group or involve multiple 2nd line groups and 3rd Parties are coordinated so that the users receives a consolidated response from the Service Desk
 Local and Oversees the Installation and configuration of computer hardware, handheld, POS, operating systems, and applications
 Lead the officers in all regions to Troubleshoot system, network problems, diagnoses and solve hardware/software faults
 Follow up the corrective and preventive maintenance as scheduled.
 Execute activities related to his/her function in safe and environmentally friendly methods.
 To perform any other duties assigned by his direct supervisor / manager