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 quality and user satisfaction.
