Service Desk Team Lead

About This Role

Role Overview The Front Office Team Leader is responsible for leading the Service Desk and End User Support teams, ensuring high-quality IT support services, operational efficiency, and strict adherence to ITIL-based processes. The role acts as a key coordination point between support tiers, ensuring timely resolution of incidents and continuous improvement of IT service delivery.

Key Responsibilities Team Leadership & Service Desk Operations

• Lead, supervise, and manage the Service Desk and End User Support teams.
• Ensure effective workload distribution, prioritization, and task completion.
• Provide coaching, mentoring, and performance feedback to team members.

Service Delivery & SLA Management

• Ensure all IT services are delivered in alignment with agreed Service Level Agreements (SLAs).
• Monitor service performance and escalate issues proactively when needed.
• Prepare and present regular service performance reports to management.

ITIL Process Management

• Ensure full adherence to ITIL framework across Incident, Problem, and Change Management processes.
• Coordinate between L1, L2, and L3 support teams for efficient incident resolution.
• Support and enforce Change Management procedures to minimize operational risk.

Knowledge & Continuous Improvement

• Review, update, and enhance Knowledge Base articles and support documentation.
• Drive Continual Service Improvement (CSI) initiatives based on user feedback and performance trends.
• Identify recurring issues and initiate preventive actions.

Asset & Configuration Management

• Oversee Asset Management processes ensuring accuracy and completeness of data.
• Maintain and update the CMDB, including historical, current, and planned asset records.
• Conduct periodic asset audits and status validation exercises.
• Generate asset and configuration-related reports for management.

Infrastructure & Technical Oversight

• Support Microsoft infrastructure environments (Windows Server, Active Directory, DNS, DHCP, IIS).
• Ensure smooth functioning of end-user computing environments and services.
• Coordinate with technical teams on networking and security-related incidents when required.

Qualifications & Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum 5+ years of experience in IT Service Desk or End User Support environments.
• ITIL certification (mandatory).
• CCNP certification (mandatory).
• Strong hands-on experience with ITSM tools and service management processes.
• Solid experience with Microsoft end-user and server environments.
• Experience in system administration, troubleshooting, and technical support.
• Good understanding of networking, monitoring tools, and security devices.
• Excellent communication skills (written, verbal, and interpersonal).
• Bilingual: Arabic & English (required).
• Saudi National

Key Skills

• Service Desk & End User Support Management
• ITIL Framework & ITSM Best Practices
• SLA Monitoring & Performance Reporting
• Asset Management & CMDB Administration
• Microsoft Infrastructure (AD, DNS, DHCP, IIS)
• Networking & Security Fundamentals
• Incident, Problem & Change Management
• Leadership & Team Development

Working Conditions & Benefits

• Working Hours: 8-hour rotational shifts
• Medical Insurance: Covered (including family coverage for spouse + 2 dependents)
• Ticket Benefit: Annual ticket covered by company
• Employment Type: Full-time, shift-based operational role