مدير مكتب الخدمات التقنية – وظيفة شاغرة في مجموعة شلهوب عمان, الأردن

About the job

INSPIRE | EXHILARATE | DELIGHT

For over six decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. The Group, in its endeavour to excel as a hybrid retailer, has reinforced its distribution and marketing services with a portfolio of eight owned brands and over 300 international brands in the luxury, beauty, fashion, and art de vivre categories. More recently, the Group expanded its expertise into new categories of luxury watches, jewellery, and eyewear.

Every step at Chalhoub Group is taken with the customer at heart. Be it constantly reinventing itself or focusing on innovation to provide luxury experiences at over 750+ experiential retail stores, online and through mobile apps, each touch point leads to delighting the customer.

Today, Chalhoub Group stands for 14,000 skilled and talented professionals across seven countries, whose cohesive efforts have resulted in the Group being ranked third in the Middle East and first in Saudi Arabia as a Great Place to Work®.

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To keep the innovation journey going, the Group has set up “The Greenhouse”, which is not just an innovation hub, but also an incubator space and accelerator for start-ups and small businesses in the region and internationally. This is just one of the several initiatives taken by the Group to reinvent itself, catalysed by forward thinking and future-proofing. The Group has also been embedding sustainability at the core of its business strategy with a clear commitment towards people, partners and the planet, and by being a member of the United Nations Global Compact Community and signatory of the Women’s Empowerment Principles.

What You’ll Be Doing

We are seeking a bilingual and experienced professional to join our IT department as a Service Desk Manager.

Job Responsibilities

 

• Team Leadership

Lead, mentor, and develop a team of service desk analysts, providing guidance, coaching, and performance feedback to optimize their technical skills, customer service capabilities, and overall productivity.

Foster a collaborative and positive team environment that encourages professional growth and knowledge sharing.

• Service Delivery Management

Oversee the delivery of IT support services, ensuring adherence to service level agreements (SLAs), quality standards, and customer satisfaction targets.

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Monitor team performance, analyze metrics, identify trends, and implement strategies to continuously improve service delivery.

• Process Improvement

Continuously evaluate service desk processes, workflows, and tools to identify areas for improvement and enhance operational efficiency.

Lead initiatives to streamline workflows, automate repetitive tasks, and optimize resource allocation to meet or exceed performance metrics.

• Knowledge Management

Oversee the development and maintenance of a comprehensive knowledge base, ensuring accurate documentation of known issues, resolutions, and best practices in both English and Arabic.

Promote knowledge sharing within the team and encourage continuous improvement of the knowledge base.

• Relationship Management

Foster strong relationships with key stakeholders, including users, IT teams, and external vendors.

Collaborate with cross-functional teams to ensure seamless service delivery, effective problem resolution, and successful implementation of IT projects.

• Resource Management

Collaborate with the IT leadership team to develop and manage the service desk budget, ensuring effective resource allocation, optimal utilization, and cost efficiency.

Monitor expenditures, identify cost-saving opportunities, and provide regular budget reports to management.

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• Talent Development

Identify training and development needs within the team and coordinate relevant training programs or initiatives to enhance technical skills, language proficiency, leadership capabilities, and customer service excellence.

What You’ll Need To Succeed

Bachelor’s degree in Computer Science or Information Technology or any related field

Fluency in both English and Arabic, with excellent communication skills in both written and verbal forms

Proven 5 years of experience in managing a service desk team

ITIL certified

Strong technical knowledge and troubleshooting skills in IT systems, hardware, software, and networking

Excellent leadership and team management abilities, with a track record of building and motivating high-performing teams.

Exceptional customer service orientation and the ability to handle challenging situations with professionalism and empathy.

Strong analytical and problem-solving skills

Strong organizational and prioritization skills, with the ability to manage multiple tasks and meet deadlines in a fast-paced environment.

What We Can Offer You

With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.

We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.

We Invite All Applicants to Apply

It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.

We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.