Our People & Places Solutions business – reinforces our drive to improve the lives of people everywhere and epitomizes the “why” of what we do – the tremendous positive impact and value our solutions bring to our communities and society as a whole. From facilities delivering life-saving therapies and ensuring clean water to enabling the connection of people through all modes of transportation and providing access to technology – we’re integrating a multitude of these solution elements to build the smart environments of tomorrow.
Start your Jacobs career with a company that inspires and empowers you to deliver your best work so you can evolve, grow and succeed – today and into tomorrow.
Your Impact:
What if we showed you how we're solving the world’s greatest challenges by transforming intangible ideas into intelligent solutions for a more connected, sustainable world?
Our People & Places Solutions business – reinforces our drive to improve the lives of people everywhere and epitomizes the "why" of what we do – the tremendous positive impact and value our solutions bring to our communities and society as a whole. From facilities delivering life-saving therapies and ensuring clean water to enabling the connection of people through all modes of transportation and providing access to technology – we're integrating a multitude of these solution elements to build the smart environments of tomorrow.
About the Opportunity:
At Jacobs, we push the limits of what’s possible to make the world smarter and more connected. We are playing a key role on one of the most iconic giga projects in the Kingdom of Saudi Arabia, arguably one of the largest projects in the world.
Jacobs are looking for a Senior IT Service Desk Support Professional program site in the Kingdom of Saudi Arabia. You will be responsible for the ongoing support, health and optimal operations of the various end user IT needs and requirements. Responsibilities include:
Act as a single point of contact for all regional end user support issues
Provide leadership for delivery of 24/7 service operations.
Manage call center and helpdesk services and ensure effectiveness of services.
Support the ongoing management and maintenance of various IT systems.
Engage with internal stakeholders and external partners to ensure service quality.
Support and advise the regional IT teams to be their trusted IT partner.
Build and maintain relationships with all department heads, external partners, and vendors in support of decisions regarding operational activity and strategic goals.
Orchestrate and lead technical support teams, vendors, consultants, and contractors.
Assess, pilot, implement, and support new systems and technologies.
Manage and respond to escalations and take proactive steps to address root cause.
Make decisions at a relevant authority level while knowing when to engage upper management to seek guidance and assistance when suggesting ideas and solutions to technical problems.
Coordinate and liaise with project managers and solution deliveries
Responsible for the alignment, agreement, and documentation of service level targets and responsibilities i.e. SLAs, OLAs, etc. to continually improve the performance of IT operations.
Develop and maintain information technology plans in accordance with IT Strategy.
Ensure that technology solutions are delivered in a timely and cost-effective manner
Ensure service delivery management reporting, status reports, and upward communications are meaningful
Identify, manage, and control risks of service transition and interruption.
Monitor and improve user satisfaction with the quality of service delivered.
Ensure effective utilization of service provider resources to deliver maximum value to the business.
The successful candidate will be expected to play an active role in direct staff supervision, the development and execution of employee objectives, and annul employee performance reviews.
Prepare PowerBI reports and dashboards as needed and manage access.
Here’s What You’ll Need:
Have a degree in Information Technology or related field
10+ years of experience within the IT industry
ITIL Service Delivery management certification is preferred
MCSE + Security
Proven experience working within a support and helpdesk function
Strong experience with ticketing systems using BMC Remedy and ServiceNow
Experience with file storage systems.
Demonstrable experience with software hosting in the public cloud.
Advanced knowledge of ITIL and IT operational processes
Advanced understanding of IT operational monitoring and automation systems
In depth knowledge of Active Directory (Design, Security and Administration)
Experience in managing a Microsoft environment across multiple domains
Well-developed interpersonal skills to successfully supervise and motivate staff and work in a dynamic geographically dispersed team environment with IT and business resources at all levels of the organization.
Excellent communication skills, interpersonal, customer service and influencing skills
Strong operational skills and experience with end user support and various incident and problem-solving approaches.
Excellent analytical skills; demonstrated ability to analyze and solve problems effectively
Strong attention to detail with exceptional organization skills
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