Service Desk Lead

Job Description

Lead and mentor a team of service desk analysts, ensuring high-quality customer service and technical support.
Oversee incident management processes, ensuring timely resolution and escalation of complex issues.
Act as the primary liaison between the service desk and other IT departments to facilitate seamless communication.
Generate and analyze reports on service desk performance metrics to identify areas for improvement.
Manage the service desk’s knowledge base, ensuring that information is current and accessible.
Handle sensitive customer interactions with professionalism, ensuring a positive service experience.

Desired Candidate Profile

Saudi Arabian

Any Graduation

Any

Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.
ITIL certification is highly desirable, showcasing knowledge of service management best practices.
Experience with ticketing systems such as ServiceNow or Jira to manage and track service requests.
Minimum of 5 years of experience in IT support or service desk operations, with at least 2 years in a leadership role.