Service Desk Supervisor - Military veterans preferred

Kellogg Brown & Root (


  full-time   employee

Saudi Arabia


Service Desk Supervisor

Role Context:

KBR has been awarded a support contract by the UK Ministry of Defence (UK MOD). Under the terms of the contract, KBR will provide communications network support and deliver training services in the Kingdom of Saudi Arabia. This is a significant project that expands our portfolio of work with the UK MOD and in the Middle East.

Under the contract, KBR is seeking to recruit staff to deliver:

  • Support in delivering IP Telephony, host applications such as Network Management System, Cable Management Systems and incident management software
  • Operation of Service Desks
  • Support to maintain operational capability of Fixed & Deployable equipment/capabilities
  • Design & deliver a new Management Information System
  • Technical & English Language Training
  • Built Estate maintenance and upkeep

Role Description:

The Service Desk Supervisor is responsible for leading the Service Desk Team, in order to provide optimum customer service using company supported computer applications and platforms on the Management Information System (MIS) and the Remedy Information Technology Service Management (ITSM) tool, ensuring individuals follow correct processes to: create; register; prioritise; and follow up on incidents; changes; service requests; problems; and access; following ITIL best practice.

Core Responsibilities and Duties

  • The Service Desk Supervisor shall be responsible for the processing and coordination of appropriate and timely responses to service incidents, including channelling requests for help to appropriate functions for resolution, monitoring activity, and keeping the client appraised of progress with regard to service restoration and aware of the escalation process in the event of resolution issues
  • Is available on-call 24/7 for incident management, reporting and escalation, two weeks on, two weeks off, and, on an ad hoc basis related to leave, sickness, and when operational activity dictates
  • Conversant with the company’s contract: OM&T 19-22 Scope of Services and Asset Registers
  • Ensures customer expectations are met or exceeded
  • Trains, coaches and mentors the Service Desk Team
  • Maintains an annual shift rotation and leave plan
  • Acts as point of contact for internal and external customers
  • Ensures standards and processes are followed to provide effective customer service
  • Responsible for ensuring staff are meeting monthly key performance indicators (KPI) against critical success factors
  • Creates, develops, maintains and records customer satisfaction surveys
  • Reviews processes: Incident, Change, Access and Problem management adopting a continual service improvement approach according to ITIL best practice
  • Attends Change Advisory Board (CAB) meetings when requested
  • Responsible for lifecycle management of events, incidents, changes and requests
  • Complies and embraces KBR SL’s: “ Zero Harm ” policy encouraging a safe and secure working environment
  • Is business compliant and promotes KBR’s policy within the team

Scheduled Weekly Hours:


KBR is a global provider of differentiated professional services and technologies across the asset and program lifecycle within the Government Solutions and Energy sectors. KBR employs approximately 38,000 people worldwide (including our joint ventures), with customers in more than 80 countries, and operations in 40 countries, across three synergistic global businesses:

Government Solutions , serving government customers globally, including capabilities that cover the full lifecycle of defense, space, aviation and other government programs and missions from research and development, through systems engineering, test and evaluation, program management, to operations, maintenance, and field logistics

Technology Solutions , featuring proprietary technology, equipment, catalysts, digital solutions and related technical services for the monetization of hydrocarbons, including refining, petrochemicals, ammonia and specialty chemicals, as well as inorganics

Energy Solutions , including onshore oil and gas; LNG (liquefaction and regasification)/GTL; oil refining; petrochemicals; chemicals; fertilizers; differentiated EPC; maintenance services (Brown & Root Industrial Services); offshore oil and gas (shallow-water, deep-water, subsea); floating solutions (FPU, FPSO, FLNG & FSRU); program management and consulting services

KBR is proud to work with its customers across the globe to provide technology, value-added services, integrated EPC delivery and long term operations and maintenance services to ensure consistent delivery with predictable results. At KBR, We Deliver .