Manager, IT End-User Support - ArcelorMittal Tubular Products Al-Jubail

• Oversee end-to-end IT service desk operations, ensuring incidents and service requests logged via phone, email, chat, or the ticketing system (e.g., ServiceNow) are addressed within defined SLAs.

• Establish, monitor, and report on KPIs, ticket volumes, resolution times, and customer satisfaction metrics; drive corrective actions to address performance gaps. • Act as the primary escalation point for complex, high-priority, or unresolved incidents, coordinating with L2/L3, Network, Infrastructure, and Cybersecurity teams to ensure timely resolution.

• Oversee standardized software and hardware deployment, including Windows 10/11 imaging, Microsoft 365 application support, and workstation refresh/replacement cycles, in compliance with organizational security baselines.

• Oversee IT onboarding and offboarding activities across the organization, ensuring timely account provisioning/deprovisioning in coordination with IT Security/Access Management.

• Oversee basic user administration activities performed by the team in Active Directory/Azure AD (password resets, account unlocks, group membership updates) in line with defined access control procedures.

• Manage relationships with external vendors and service providers for hardware repairs, replacements, and warranty claims, including SLA negotiation and performance monitoring. • Ensure adherence to IT asset management procedures, including tagging, tracking, and maintaining accurate inventory records for issued equipment.

• Ensure team compliance with Health, Safety, and Environment (HSE) requirements, including use of appropriate Personal Protective Equipment (PPE), when providing support in plant or industrial areas. • Provide periodic reports to the Senior Manager on recurring issues, ticket trends, staffing levels, and overall support performance across all locations.

• Analyse recurring incidents and support trends to recommend and implement long-term solutions that reduce support workload and improve customer satisfaction. • Ensure team compliance with IT security policies and coordinate execution of vulnerability remediation activities (patching, antivirus, MFA, etc.).

• Manage team schedules, shift coverage, and resource allocation across locations to ensure business continuity of support services. • Conduct performance reviews, coaching, mentoring, and skills development planning for team members. • Manage the IT support budget for consumables, spare parts, and equipment procurement within delegated authority.

• Experience in IT Infrastructure, Network, Applications, Cloud, and Service Desk teams to embed security-by-design principles into projects, systems, and change management processes.

• Collaborate with cross-functional IT teams (Network, Infrastructure, Cybersecurity, Applications) and business stakeholders to resolve cross-functional issues and support broader IT initiatives, including Copilot/GenAI enablement. QUALIFICATION & EDUCATION: • Bachelor’s degree in information technology, Computer Science, or a related field.

EXPERIENCE: • Minimum of 12 years of progressive experience in IT end-user/technical support, including at least 3-5 years in a supervisory or managerial role leading IT support/service desk teams, preferably within an industrial or manufacturing environment.

Job Details Posted Date: 2026-08-30 Job Location: Saudi Arabia - Jubail Job Role: Information Technology Preferred Candidate Career Level: Management