Dar, the founding member of the Sidara group, is an international multidisciplinary consulting organization specializing in engineering, architecture, planning, environment, project management, facilities management, and economics. Sidara operates in 60 countries with 20,500 professionals, Dar connects people, places, and communities through innovative solutions to the world's most complex challenges. We deliver projects from inception through completion, embracing challenges to empower communities worldwide. Learn more at www.dar.com.
Our Vision and Values:
We aspire to be the chosen home of those with a gift for crafting solutions that empower people and an unwavering passion for learning and innovation. Our core values shape our culture and guide our decision-making. We are committed to:
- Excellence
- Responsibility
- Empowerment
- Connectivity
- Courage
Job Purpose:
Manages the global IT Service Desk operations to ensure consistent, high-quality support across all offices and branches. This position leads global Service Desk teams, standardizes service delivery processes, and ensures compliance with ITIL and ISO/IEC 20000 standards.
In addition, this role assumes key Service Management System (SMS) responsibilities as Queue Manager, Incident Manager, and IT Service Continuity Manager, ensuring service stability, efficient escalation, and readiness during major disruptions.
Responsibilities:
- Manage and oversee daily Service Desk operations across all global offices.
- Ensure all incidents, requests, and inquiries are handled efficiently and within agreed SLAs: Service Level Agreements.
- Manage the ServiceDesk queue ensuring optimal ticket prioritization, assignment, and workload balancing across teams to maintain service levels and minimize backlog.
- Develop, maintain, and enforce standardized IT support procedures and workflows.
- Monitor Service Desk performance metrics (SLA: Service Level Agreement compliance, ticket backlog, FCR: First Call Resolution rate, and user satisfaction).
- Lead, mentor, and coach Service Desk team members, ensuring capability development and consistent service quality.
- Coordinate escalation paths with L2 support teams and other IT functional units (Infrastructure, Systems, Network, Endpoint, and ITSM Platform).
- Maintain and continuously improve the Service Desk knowledge base and standard operating procedures.
- Support implementation and maintenance of ITSM tools (e.g., BMC Helix), ensuring proper categorization, routing, and reporting.
- Drive continual service improvement initiatives to optimize processes and reduce incident volumes.
- Drive automation and self-service initiatives to enhance user satisfaction and efficiency.
- Participate in major incident management, ensuring effective communication and escalation.
- Contribute to ISO/IEC 20000 compliance by maintaining documentation, metrics, and audit readiness.
- Identify automation and self-service opportunities to enhance efficiency.
- Prepare reports and dashboards on Service Desk performance for management review.
Values Alignment:
Demonstrates accountability, collaboration, and commitment to delivering reliable, user-focused IT services, aligned with the responsibilities of the grade and the functional unit.
Qualifications:
- Bachelor’s or Master’s degree in IT, Computer Science, or a related field.
- 10+ years of IT operations or Service Desk experience, with at least 3–5 years in a supervisory or management capacity.
- Strong knowledge of ITIL-based service management practices.
- Experience in global or multi-site Service Desk management preferred.
- Hands-on experience with ITSM tools such as BMC Helix or equivalent.
- Strong communication, leadership, and analytical skills.
- Relevant professional certifications preferred:
- ITIL Intermediate / Expert
- ISO 20000 Practitioner or Lead Implementer
- BMC Helix Administrator (advantage)
- Business Continuity / DR Certification (e.g., ISO 22301) is a plus.
* While we carefully review all applications, only candidates meeting the specified requirements will be contacted for further consideration. We appreciate your understanding and thank all applicants for their interest.
