Beneficiary Care Lead

Beneficiary Care Lead location: Saudi Arabia Role Summary We are looking for an experienced Beneficiary Care Lead to lead and oversee end-to-end user support services across Service Desk, End User Support, and onsite technical support operations. The role is responsible for ensuring high-quality support, timely issue resolution, SLA achievement, user satisfaction, operational consistency, and continuous service improvement. The Beneficiary Care Lead will act as a key coordination and escalation point between end users, technical support teams, vendors, and other stakeholders, promoting a strong user-first service culture across all support channels. Key Responsibilities Service Desk Leadership & Operations • Lead and oversee daily Service Desk operations, ensuring incidents and service requests are handled professionally and efficiently. • Ensure achievement of agreed SLAs, response times, resolution targets, and service-quality standards. • Act as an escalation point for complex, high-priority, and cross-functional technical issues. • Monitor ticket queues, backlog, response times, resolution rates, SLA performance, and user satisfaction. • Ensure accurate ticket categorization, prioritization, documentation, escalation, and closure within the ITSM platform. • Coordinate with infrastructure, applications, network, security, and other technical teams to resolve user issues. • Work effectively with vendors and third-party service providers where additional support is required. • Drive improvements across Service Desk processes, workflows, knowledge articles, scripts, and self-service capabilities. • Ensure operations are aligned with established ITIL and IT Service Management practices. End User & Onsite Support • Lead and coordinate onsite and end-user technical support activities. • Ensure effective support for hardware, software, connectivity, peripherals, Microsoft 365, and business application issues. • Oversee device setup, configuration, troubleshooting, maintenance, repair, replacement, and lifecycle support. • Ensure consistent and professional support across different user groups and locations. • Identify recurring end-user issues and work with relevant technical teams to implement permanent solutions. • Ensure lessons learned and technical resolutions are captured within the Service Desk knowledge base. • Support knowledge-transfer activities and technical workshops where required. User Experience & Stakeholder Engagement • Act as the voice of the end user, ensuring service needs, priorities, and challenges are understood by relevant support teams. • Build strong working relationships with users, business stakeholders, technical teams, and service providers. • Monitor user feedback, complaints, and satisfaction survey results. • Identify opportunities to improve service quality and the overall support experience. • Promote a customer-focused and service-oriented culture across support teams. • Support change-management and user-adoption activities related to new systems, processes, technologies, and tools. • Ensure clear communication during service disruptions, escalations, and significant support issues. Service Management & Operational Excellence • Ensure effective management of incidents and service requests according to established ITSM processes. • Drive proper escalation and follow-up of recurring or high-impact issues. • Support Incident, Problem, Request, Knowledge, and Change Management processes. • Identify opportunities for automation, self-service, knowledge management, and service optimization. • Work closely with technical teams to reduce recurring incidents and improve first-contact resolution. • Ensure operational processes and support models remain effective and consistently followed. Reporting & Continuous Improvement • Develop regular reports covering Service Desk performance, End User Support activities, SLA achievement, backlog, and user satisfaction. • Track operational KPIs and identify service-performance trends. • Analyze incidents and service requests to identify recurring issues, root causes, and preventive actions. • Drive measurable service-improvement initiatives based on operational data and user feedback. • Maintain accurate documentation covering processes, procedures, knowledge articles, escalation paths, and support models. • Support operational reviews, service assessments, and audits when required. Required Skills & Experience • Strong experience in Service Desk, End User Support, and IT Service Management operations. • Strong knowledge of ITIL principles and ITSM processes. • Hands-on experience with ITSM platforms such as ServiceNow, BMC, Jira, or similar solutions. • Solid knowledge of end-user computing environments, including Windows, Microsoft 365, hardware, printers, peripherals, and basic networking. • Experience managing onsite or field-based technical support operations. • Experience delivering knowledge-transfer sessions, technical workshops, or user training. • Strong understanding of incident management, service requests, escalation management, knowledge management, and continuous improvement. • Strong troubleshooting, analytical, and problem-solving capabilities. • Excellent communication, stakeholder-management, and presentation skills. • Strong customer-service mindset with a high level of empathy and professionalism. • Ability to lead and coordinate technical teams and influence stakeholders across different functions. • Strong organizational and time-management skills. • Comfortable working in dynamic, operational, and user-facing environments. Qualifications • Bachelor’s degree in Computer Engineering, Information Systems, Information Technology, or a related field. • 6+ years of experience across IT Service Management, Service Desk, End User Support, or related IT support operations. • At least 3 years of experience in a leadership or supervisory role within IT support or service operations. • Experience leading Service Desk and End User Support teams is highly preferred. • ITIL Foundation certification or equivalent is an advantage. Ideal Candidate Profile A strong candidate will combine Service Desk leadership with hands-on knowledge of End User Support and IT Service Management. They should have experience managing user-facing support operations and be comfortable handling service escalations, SLA performance, ITSM processes, stakeholder engagement, end-user experience, and continuous improvement. The ideal candidate will have a strong customer-service mindset while maintaining enough technical understanding to effectively coordinate support teams, challenge recurring issues, and drive improvements in service qual

Bachelor’s degree in Computer Engineering, Information Systems, Information Technology, or a related field. 6+ years of experience across IT Service Management, Service Desk, End User Support, or related IT support operations. At least 3 years of experience in a leadership or supervisory role within IT support or service operations. Experience leading Service Desk and End User Support teams is highly preferred. ITIL Foundation certification or equivalent is an advantage.

Lead and oversee daily Service Desk operations, ensuring incidents and service requests are handled professionally and efficiently. Ensure achievement of agreed SLAs, response times, resolution targets, and service-quality standards. Act as an escalation point for complex, high-priority, and cross-functional technical issues. Monitor ticket queues, backlog, response times, resolution rates, SLA performance, and user satisfaction. Ensure accurate ticket categorization, prioritization, documentation, escalation, and closure within the ITSM platform. Coordinate with infrastructure, applications, network, security, and other technical teams to resolve user issues. Work effectively with vendors and third-party service providers where additional support is required. Drive improvements across Service Desk processes, workflows, knowledge articles, scripts, and self-service capabilities. Ensure operations are aligned with established ITIL and IT Service Management practices. Lead and coordinate onsite and end-user technical support activities. Ensure effective support for hardware, software, connectivity, peripherals, Microsoft 365, and business application issues. Oversee device setup, configuration, troubleshooting, maintenance, repair, replacement, and lifecycle support. Ensure consistent and professional support across different user groups and locations. Identify recurring end-user issues and work with relevant technical teams to implement permanent solutions. Ensure lessons learned and technical resolutions are captured within the Service Desk knowledge base. Support knowledge-transfer activities and technical workshops where required. Act as the voice of the end user, ensuring service needs, priorities, and challenges are understood by relevant support teams. Build strong working relationships with users, business stakeholders, technical teams, and service providers. Monitor user feedback, complaints, and satisfaction survey results. Identify opportunities to improve service quality and the overall support experience. Promote a customer-focused and service-oriented culture across support teams. Support change-management and user-adoption activities related to new systems, processes, technologies, and tools. Ensure clear communication during service disruptions, escalations, and significant support issues. Ensure effective management of incidents and service requests according to established ITSM processes. Drive proper escalation and follow-up of recurring or high-impact issues. Support Incident, Problem, Request, Knowledge, and Change Management processes. Identify opportunities for automation, self-service, knowledge management, and service optimization. Work closely with technical teams to reduce recurring incidents and improve first-contact resolution. Ensure operational processes and support models remain effective and consistently followed. Develop regular reports covering Service Desk performance, End User Support activities, SLA achievement, backlog, and user satisfaction. Track operational KPIs and identify service-performance trends. Analyze incidents and service requests to identify recurring issues, root causes, and preventive actions. Drive measurable service-improvement initiatives based on operational data and user feedback. Maintain accurate documentation covering processes, procedures, knowledge articles, escalation paths, and support models. Support operational reviews, service assessments, and audits when required.