REEF GROUP | مجموعة ريف
Technical Support Manager
REEF GROUP | مجموعة ريف
📍 Riyadh, Saudi Arabia | 🕒 Full-Time | 🏢 IT Support / Technical Operations
Description
We are seeking an experienced Technical Support Manager to lead and enhance IT support operations across the organization. This role requires strong technical expertise, experience with Microsoft Dynamics systems, and the ability to build and scale support functions while ensuring high service quality and user satisfaction.
Role / Responsibilities
• Lead and manage the technical support (Help Desk / Service Desk) team
• Oversee daily support operations and ensure timely resolution of incidents and service requests
• Manage and support Microsoft Dynamics systems (Dynamics 365 preferred)
• Develop and improve support processes, SLAs, and KPIs
• Ensure high levels of user satisfaction and service quality
• Collaborate with IT and business teams to resolve complex technical issues
• Manage incident, problem, and change management processes
• Implement IT Service Management (ITSM) best practices
• Monitor system performance and identify improvement opportunities
• Prepare performance reports and dashboards for support operations
Requirements / Qualifications
• Bachelor’s degree in Information Technology, Computer Science, or related field
• 5+ years of experience in IT support or technical support roles
• 2+ years of experience in a managerial or supervisory role
• Strong hands-on experience with Microsoft Dynamics (Dynamics 365 preferred)
• Strong understanding of IT support frameworks (ITIL preferred)
• Experience with ticketing systems and support tools
• Strong troubleshooting and problem-solving skills
• Excellent leadership and team management skills
• Strong communication skills in English (Arabic is a plus)
Preferred:
• ITIL Certification
• Experience with cloud environments (Azure or similar)
• System integration or basic development knowledge
• Experience in multi-site or retail environments
Benefits / Perks
• Not specified
Working Hours / Salary
• Full-Time role
• Salary: Not specified
Apply Information
This is a LinkedIn Easy Apply job (no direct email listed in post)
🔗 Source: https://www.linkedin.com/jobs/view/4407114331
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