Service Desk Lead

Key Responsibilities • Supervise, coach, and develop service desk and technical support team members. • Set team KPIs, monitor performance, and prepare regular reports on SLA compliance and service quality. • Manage shift schedules and support coverage, including on-call rotations. • Act as the escalation point for complex technical issues, major incidents, and VIP support requests. • Oversee ITSM ticket queues, ensuring effective handling of incidents, service requests, problems, and changes. • Provide hands-on Tier 2/3 support for Windows, Active Directory, Microsoft 365, and common network issues. • Coordinate with infrastructure, network, security, application, and vendor teams to resolve incidents. • Lead major incident management, including coordination, stakeholder communication, and Root Cause Analysis (RCA). • Maintain knowledge base articles, standard operating procedures, and self-service documentation. • Promote ITIL-aligned processes and continuous service improvement. Requirements • BSc. degree in Information Technology, Computer Science, or a related field, or equivalent practical experience. • 5+ Yrs. of IT support / Help Desk / Service Desk experience, including at least 1–2 years in a team leadership or supervisory role. • ITIL Foundation certification required (ITIL 4 preferred). • Hands-on experience with ITSM platforms such as ServiceNow, BMC Remedy, Freshservice, or Jira Service Management. ServiceNow experience is an advantage. • Strong technical knowledge of Windows OS, Active Directory, Microsoft 365, networking, and remote-support tools. • Experience with endpoint management and monitoring tools is an advantage. • Proven ability to lead, motivate, and develop technical support teams. • Strong problem-solving, communication, and incident management skills. • Ability to manage major incidents and work under pressure. • Fluent in both Arabic and English, written and spoken.

BSc. degree in Information Technology, Computer Science, or a related field, or equivalent practical experience. 5+ Yrs. of IT support / Help Desk / Service Desk experience, including at least 1–2 years in a team leadership or supervisory role. ITIL Foundation certification required (ITIL 4 preferred). Hands-on experience with ITSM platforms such as ServiceNow, BMC Remedy, Freshservice, or Jira Service Management. ServiceNow experience is an advantage. Strong technical knowledge of Windows OS, Active Directory, Microsoft 365, networking, and remote-support tools. Experience with endpoint management and monitoring tools is an advantage. Proven ability to lead, motivate, and develop technical support teams. Strong problem-solving, communication, and incident management skills. Ability to manage major incidents and work under pressure. Fluent in both Arabic and English, written and spoken.

Supervise, coach, and develop service desk and technical support team members. Set team KPIs, monitor performance, and prepare regular reports on SLA compliance and service quality. Manage shift schedules and support coverage, including on-call rotations. Act as the escalation point for complex technical issues, major incidents, and VIP support requests. Oversee ITSM ticket queues, ensuring effective handling of incidents, service requests, problems, and changes. Provide hands-on Tier 2/3 support for Windows, Active Directory, Microsoft 365, and common network issues. Coordinate with infrastructure, network, security, application, and vendor teams to resolve incidents. Lead major incident management, including coordination, stakeholder communication, and Root Cause Analysis (RCA). Maintain knowledge base articles, standard operating procedures, and self-service documentation. Promote ITIL-aligned processes and continuous service improvement.