Location: Alkhobar, Saudi Arabia , Arabic Speaker is must.
Seeking a proactive and experienced Technical Service Desk Lead to manage and oversee day-to-day operations of the IT service desk team in Saudi Arabia. The ideal candidate will have strong technical expertise, leadership capabilities, and experience supporting enterprise IT environments, ensuring consistent delivery of high-quality support services across the organization.
Key Responsibilities:
– Lead and manage a team of service desk engineers providing first and second-line support for users across multiple locations.
– Act as an escalation point for complex technical issues and ensure timely resolution.
– Monitor service desk performance metrics, SLAs, and ensure compliance with ITIL processes.
– Oversee incident, problem, and request management processes using ITSM tools (e.g., ServiceNow, BMC Remedy).
– Coordinate with infrastructure, security, and application teams for issue resolution and service improvement.
– Ensure high-quality customer service and user satisfaction through coaching, training, and process enhancements.
– Maintain up-to-date documentation, knowledge base, and standard operating procedures.
– Support hardware/software troubleshooting for desktops, laptops, networks, and enterprise applications.
– Manage user access controls, account provisioning, and endpoint protection across systems.
– Generate service desk reports and contribute to IT audits and compliance initiatives.
Required Skills & Qualifications:
– Bachelor’s degree in Computer Science, Information Technology, or related field.
– 7+ years of IT support experience, with 2+ years in a team leadership or supervisory role.
– Strong technical background in Microsoft technologies, networking, endpoint management, and security.
– Proficient in ITSM tools and knowledge of ITIL framework (ITIL Foundation certification preferred).
– Excellent communication and interpersonal skills, with fluency in English (Arabic is a plus).
– Experience managing service desks in regulated, enterprise, or government environments is preferred.
– Ability to work under pressure, manage priorities, and lead a customer-centric support culture.