Information Technology Coordinator

Overview

The IT Coordinator is responsible for supporting, maintaining and improving the organisation’s IT infrastructure, systems and services across Hayy Jameel. The role requires versatility and combines day-to-day technical support with coordination of IT projects, vendor liaison, assets management and documentation. The role requires a solutions-oriented approach with a vision for the long-term needs of the organisation.
Working closely with operations, admin and programme leads, the IT Coordinator ensures smooth IT operations for staff, collaborators and events while complying with the organisation’s practices, processes, policies and relevant data privacy regulations (including Saudi PDPL).

Key Responsibilities

●End-User Support and Ticket Handling
● Act as the first point of contact for IT issues from staff (onsite and remote).
● Provide day-to-day technical support for hardware, software and network issues (e.g. troubleshooting printers, configuring computers, resolving connectivity problems, configuring switches, opening ports, managing infrastructure hardware, etc).
● Log, triage, track and respond to IT service requests through the ticketing system, ensuring timely resolution and clear communication with stakeholders.
● Escalate complex incidents to Senior Manager of Operations and IT, vendors or specialised support according to agreed SLAs.
● Follow up with users to confirm resolution and capture feedback.
Systems, Accounts and Access Management
● Create, update and deactivate user accounts in core systems (Google Workspace, shared drives, remote monitoring and management system, communication platforms, software licensing portals) based on approved requests.
● Oversee access management and permissions, helping to enforce security protocols and least-privilege principles.
● Coordinate with the global IT team where needed for shared infrastructure or security policy changes.
Information Technology Coordinator JD
IT Assets and Infrastructure
● Manage IT assets across Hayy Jameel, including procurement, installation, maintenance and documentation of equipment (e.g. laptops, desktops, tablets, mobiles, access points, printers, barcode scanners, POS systems, meeting room equipment, etc).
● Maintain an up-to-date inventory of devices and software licences, tracking assignment and returns (especially during onboarding/offboarding).
● Support the monitoring and basic upkeep of office and venue networks, Wi‑Fi, printers and shared peripherals to ensure they remain stable and usable.
Projects and Improvements
● Coordinate and execute IT projects such as system migrations, infrastructure upgrades, network redesigns, system upgrades and inventory/data migrations.
● Track project tasks, dependencies and timelines, updating stakeholders on progress and risks.
● Participate in IT-related audits, reviews and testing, documenting findings and follow-up actions.
● Stay updated on emerging technologies and recommend practical improvements to enhance IT operations, reliability and user experience.
Compliance and Data Protection
● Work with legal, admin, and the global IT team to align IT practices, data handling with Saudi PDPL and internal policies.
● Support implementation of data privacy and security controls (e.g. access reviews, device policies, password standards) within day-to-day operations.
● Help keep records and documentation required for audits or regulatory reviews.
● Contribute and enforce IT policies, documentation, best practices, how-tos across the wider team.
Documentation, Training and Knowledge Management
● Maintain and update IT documentation, guides, FAQs and protocols for both internal IT reference and end-users.
● Capture and document common incidents and their resolutions to build a knowledge base over time.
● Support and train staff on IT systems and tools (e.g. onboarding new users, basic training on WordPress, booking systems, collaboration platforms or other key tools).
Vendor and Stakeholder Coordination
● Serve as the operational point of contact for IT and AV vendors and service providers (e.g. ISP, AV integrators, CineSync/LayoutIndex, hardware and software suppliers).
Information Technology Coordinator JD
● Log incidents and requests with vendors, track ticket numbers, and follow up until closure.
● Support review and testing of vendor fixes, new builds, or configuration changes before wider rollout.
● Maintain a simple register of vendor contacts, contracts, SLAs, and key service details.
Skills and Qualifications
● Strong technical troubleshooting and problem-solving skills for common hardware, software and network issues.
● Experience with IT infrastructure in a multi-venue or multi-site environment (networks, endpoints, CISCO core switches and Meraki, printers, meeting room tech, RMM).
● Familiarity with data privacy regulations (especially Saudi PDPL) and general IT compliance good practice.
● Experience with IT asset management, inventory tools and basic ticketing systems.
● Ability to coordinate and deliver small to medium IT projects (planning, tracking, communication).
● Clear, confident communication skills, with the ability to explain technical issues to non-technical users.
● Strong documentation habits and attention to detail.
● Collaborative mindset and ability to work with cross-functional teams (operations, human resources, admin, programmes and events, external vendors).
Conditions of Work
● This is a full-time position based in Jeddah, KSA, with occasional travel to Dubai, United Arab Emirates.
● Occasional weekend and evening work according to IT requirements of events and programmes.
Benefits include
● Full health and dental insurance
● Visa sponsorship (if required)
● 25 days annual leave
Accountability
The IT Coordinator reports to the Senior Manager, Operations and IT Manager based in Dubai.