Helpdesk Manager (Kuwait)

About the role

We are looking for an experienced Helpdesk Manager to lead our IT service desk operations in Kuwait. The role will own the end‑to‑end ticketing process, ensure service level compliance and act as the single point of accountability for helpdesk delivery.

Key responsibilities

• Own the ticketing system end‑to‑end: log, categorize, assign and track tickets through to closure.
• Proactively follow up with clients and engineers to ensure timely completion of preventive maintenance visits and work orders.
• Tri­age incoming requests and route them to the appropriate Support or Sales teams.
• Manage handover of projects and contracts from Project Managers to the helpdesk.
• Monitor SLA performance, identify risks of breach and implement mitigation actions.
• Coordinate vendor and OEM escalations across infrastructure, software and application providers.
• Develop and maintain helpdesk training materials, SOPs and onboard new team members.
• Review existing processes, identify automation opportunities and drive continuous improvement.

Required profile

• 7‑10 years of experience in IT service delivery, helpdesk or service desk management, preferably in a managed services or IT consulting environment.
• PMP certification and ITIL Foundation (higher‑level ITIL preferred).
• Proven experience managing multi‑vendor environments and SLA compliance.
• Strong client‑facing communication skills and ability to work with technical and commercial teams.
• Bachelor’s degree in IT, Engineering or related field, or equivalent experience.
• Experience in the Kuwait market or GCC region is a plus.
• Arabic speaking candidates only.

Required skills

• ITSM ticketing platforms
• SLA management
• ITIL
• PMP