Information Technology Coordinator

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).

• 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.

• 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.

• 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.

• 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.

• 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.

• 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 Word Press, booking systems, collaboration platforms or other key tools).

• Serve as the operational point of contact for IT and AV vendors and service providers (e.g. ISP, AV integrators, Cine Sync/Layout Index, hardware and software suppliers).
• Log incidents and requests with vendors, track ticket numbers, and follow up until closure.
• Support review and…