Team Lead – Service Desk and Onsite Support (Bilingual, Local Candidates Only)

About the Role

We are seeking a skilled Team Lead to oversee both the Service Desk and Onsite Support functions, ensuring daily IT support operations run smoothly while maintaining high standards for IT service delivery in accordance with agreed SLAs and KPIs.

Primary Responsibilities

• Supervise and direct daily activities of the Service Desk and Onsite Support teams.
• Allocate incidents and service requests to the appropriate support engineers efficiently.
• Oversee ticket queues to guarantee that SLA response and resolution deadlines are met.
• Manage workload prioritization based on business impact and criticality of services.
• Lead the response and coordination efforts during major incidents until full service restoration.
• Track engineer productivity, quality of ticket handling, and overall team performance metrics.
• Ensure comprehensive shift coverage and smooth transitions between morning, evening, and night shifts.
• Validate that tickets are properly updated and documented in the ITSM platform.
• Compile operational reports and communicate updates to Service Delivery Management.
• Assist in Root Cause Analysis for frequent and significant incidents.
• Maintain and update Knowledge Base articles and Standard Operating Procedures.
• Measure customer satisfaction and foster continuous improvement of services.
• Ensure adherence to information security policies and operational standards.
• Participate in governance meetings and be available for on-call support during critical events.

Qualifications and Requirements

• A Bachelor's degree in Information Technology or related discipline is mandatory.
• Certification in ITIL Foundation is preferable.
• A minimum of five years’ experience in IT technical support roles is required.
• At least two to three years' leadership experience managing Service Desk or IT Support teams.
• Practical knowledge of SMAX ITSM platform is preferred.
• Strong familiarity with Incident, Problem, and Change Management processes.
• Exceptional communication and stakeholder engagement skills, coupled with proven leadership capabilities.
• Preference for candidates fluent in Arabic.

Skills

• Service Desk operations management
• IT Service Management frameworks
• SMAX ITSM software expertise
• ITIL methodologies
• Incident and Major Incident handling
• SLA and KPI enforcement
• Team leadership and staff supervision
• Root Cause Analysis execution
• Knowledge and documentation management
• Customer service excellence
• Operational and performance reporting