12d 2h ago
ServiceDesk Team Lead
Tabby·General Helpdesk/IT Support · FinTech
🏢On-site
|Saudi Arabiajirasqltroubleshooting
ServiceDesk Team Lead
Tabby | General Helpdesk/IT Support | FinTech
On-site
Full Time
Saudi Arabia
Position:
ServiceDesk Team Lead
Company:
Tabby
Location:
KSA
Employment type:
Full Time
Work Arrangement:
Onsite
Short Summary:
Tabby is looking for a hands-on ServiceDesk Team Lead to manage L1 technical support operations in KSA, ensuring quality, SLAs, and team performance.
Responsibilities:
- Own the KSA ServiceDesk queue end-to-end: daily operations, prioritization, coverage, and backlog control.
- Handle requests from the support team and colleagues, including basic problem analysis.
- Act as a player-coach: personally take the most complex tickets and set the technical bar for the team.
- Lead and grow the KSA ServiceDesk team: onboarding, quality reviews, workload balance, and development plans.
- Own escalation quality as a process and monitor flow metrics.
- Drive incident response for KSA-affecting issues (P1/P2) and lead regulatory reporting to SAMA.
- Identify and report bugs; analyze technical issues and create development tasks.
- Standardize solutions and prepare documentation for ServiceDesk teams.
- Manage quality by data: reopen rate, escalation rate, first response, and resolution times.
- Contribute to the development and improvement of internal tools and processes.
Requirement:
- 3+ years in technical support/service desk, including 1+ year leading a team or shift.
- Strong hands-on troubleshooting skills.
- Incident management practice: P1/P2 flows, incident coordination, postmortems.
- Experience working with Jira.
- Strong soft skills: ownership and facilitation of ticket handling and resolution processes.
- Experience managing by metrics.
- Experience with monitoring and logging tools (Datadog, Grafana, Kibana).
- Understanding of software development principles.
- Experience writing simple SQL queries.
- Arabic — native or fluent; English at a level sufficient for verbal and written communication (B2+).
- Based in KSA and eligible to work in KSA.
Benefits:
- A working environment that gives you autonomy and responsibility from day one.
- Participation in the company’s employee stock options program.
- Flexi benefits for wellness, travel, or learning.
- Competitive salary and other bonuses.
- Health Insurance.
ServiceDesk Team Lead
Company:
Tabby
Location:
KSA
Employment type:
Full Time
Work Arrangement:
Onsite
Short Summary:
Tabby is looking for a hands-on ServiceDesk Team Lead to manage L1 technical support operations in KSA, ensuring quality, SLAs, and team performance.
Responsibilities:
- Own the KSA ServiceDesk queue end-to-end: daily operations, prioritization, coverage, and backlog control.
- Handle requests from the support team and colleagues, including basic problem analysis.
- Act as a player-coach: personally take the most complex tickets and set the technical bar for the team.
- Lead and grow the KSA ServiceDesk team: onboarding, quality reviews, workload balance, and development plans.
- Own escalation quality as a process and monitor flow metrics.
- Drive incident response for KSA-affecting issues (P1/P2) and lead regulatory reporting to SAMA.
- Identify and report bugs; analyze technical issues and create development tasks.
- Standardize solutions and prepare documentation for ServiceDesk teams.
- Manage quality by data: reopen rate, escalation rate, first response, and resolution times.
- Contribute to the development and improvement of internal tools and processes.
Requirement:
- 3+ years in technical support/service desk, including 1+ year leading a team or shift.
- Strong hands-on troubleshooting skills.
- Incident management practice: P1/P2 flows, incident coordination, postmortems.
- Experience working with Jira.
- Strong soft skills: ownership and facilitation of ticket handling and resolution processes.
- Experience managing by metrics.
- Experience with monitoring and logging tools (Datadog, Grafana, Kibana).
- Understanding of software development principles.
- Experience writing simple SQL queries.
- Arabic — native or fluent; English at a level sufficient for verbal and written communication (B2+).
- Based in KSA and eligible to work in KSA.
Benefits:
- A working environment that gives you autonomy and responsibility from day one.
- Participation in the company’s employee stock options program.
- Flexi benefits for wellness, travel, or learning.
- Competitive salary and other bonuses.
- Health Insurance.
Required Skills
jirasqltroubleshooting
Required Languages
🇦🇷 Arabic, 🇬🇧 English
Key competency: General Helpdesk/IT Support