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Manager, IT End-User Support
ArcelorMittal Tubular Products Al-Jubail
Al Jubayl, KSA
Full-time
Onsite
Discovered 1 weeks ago
IT service management (ITSM) and ITIL practicesService desk and ticketing systemsServiceNowMicrosoft 365 administrationWindows 10/11 Enterprise administrationActive Directory and Microsoft Entra ID
Free
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IT service management (ITSM) and ITIL practicesService desk and ticketing systemsServiceNow
Role Overview
Lead and manage the IT End-User Support function across offices, administration buildings, and plant locations.
Own service desk operations, team performance, escalation management, asset management, and continuous improvement.
Ensure alignment with organizational standards, security policies, and service level agreements.
Key Skills for This Role
IT service management (ITSM) and ITIL practicesService desk and ticketing systemsServiceNowMicrosoft 365 administrationWindows 10/11 Enterprise administrationActive Directory and Microsoft Entra ID
Full Job Posting
Role Summary
Lead and manage the IT End-User Support function across offices, administration buildings, and plant locations.
Own service desk operations, team performance, escalation management, asset management, and continuous improvement.
Ensure alignment with organizational standards, security policies, and service level agreements.
Core Responsibilities
- Lead and develop L1 support specialists and field technicians.
- Oversee service desk incidents and requests across phone, email, chat, and ticketing systems.
- Monitor KPIs, ticket volumes, resolution times, and customer satisfaction.
- Act as the escalation point for complex and high-priority incidents.
- Coordinate with infrastructure, network, cybersecurity, applications, and business teams.
- Oversee hardware and software deployment, Microsoft 365 support, and workstation refreshes.
- Oversee onboarding, offboarding, account provisioning, and user administration.
- Manage vendors, warranties, service levels, IT assets, and inventory records.
- Ensure HSE, security, vulnerability remediation, and access control compliance.
- Manage schedules, coverage, resources, performance reviews, coaching, and skills development.
- Provide reports on recurring issues, staffing, ticket trends, and support performance.
- Drive long-term solutions, service improvement, and Copilot or GenAI enablement.
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