_{09th October, 2025}

Our client is seeking a Service Desk Assistant Manager to lead and enhance IT support functions, drive process improvements, and ensure seamless service delivery. This role blends technical expertise, leadership, and operational excellence to maintain high service standards across the organization.

Key Responsibilities:

• Ensure daily operations follow approved IT policies, processes, and procedures.
• Lead the implementation and customization of ITSM tools (such as Zoho One) aligned with business needs.
• Manage incidents, service requests, asset management, and service catalog processes under the ITIL framework.
• Provide 2nd and 3rd-level technical support and oversee the Service Desk knowledge base and CMDB.
• Conduct root cause analysis (RCA) for recurring issues and implement preventive measures.
• Manage patching, updates, and endpoint compliance using Microsoft Intune and similar tools.
• Oversee vulnerability management and ensure adherence to SAMA and internal security standards.
• Administer Microsoft 365 services including Exchange Online, Teams, OneDrive, and SharePoint.
• Handle identity management and policy enforcement via Active Directory and Azure AD.
• Maintain ITSM documentation and ensure compliance with SAMA, NCA, and PDPL regulations.
• Support disaster recovery planning and ensure readiness through regular backup testing.
• Lead, mentor, and support the IT support team to achieve service excellence and continuous improvement.

Qualifications & Experience:

• Bachelor’s degree in IT or a related field (Master’s preferred).
• 5–6 years of experience in IT service management or a related field, ideally within financial services.
• Proven experience implementing ITIL best practices and optimizing service desk operations.
• Strong understanding of Microsoft 365, Intune, and cloud service management.
• Familiarity with vulnerability management, patching, and endpoint security compliance.
• Certifications preferred: ITIL, PMP, Microsoft 365 Certified (Modern Desktop Administrator Associate), Zoho One Administrator, or CompTIA Security+.
• Excellent leadership, communication, and analytical skills.

If you’re ready to lead IT service operations, enhance user experience, and drive efficiency in a dynamic environment — we’d love to hear from you.

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