Job description

The Team Lead – IT Helpdesk / On-Site Support will be responsible for supervising day-to-day IT support operations and ensuring timely resolution of user incidents and service requests. The role involves managing helpdesk and on-site support teams, monitoring ticket queues, handling escalations, maintaining shift coverage, and ensuring compliance with SLAs, ITIL processes, and service quality standards.

The Team Lead will also support staff training, performance monitoring, reporting, knowledge-base updates, and coordination with the Service Delivery Manager to maintain smooth and effective IT support operations.

• Bachelor’s Degree in Information Technology, Computer Science, or a related field.
  
• Minimum 5–7 years of experience in IT Helpdesk, Service Desk, Desktop Support, or IT Support operations.
  
• At least 1–2 years of experience in a team lead or supervisory role.
  
• Proven experience managing IT support teams, shift schedules, ticket queues, and technical escalations.
  
• Strong knowledge of incident management, service request management, escalation procedures, and SLA monitoring.
  
• Hands-on experience with ITSM or ticketing systems; SMAX experience is preferred.
  
• Good knowledge of Windows operating systems, Microsoft Office 365, Microsoft Teams, and desktop troubleshooting.
  
• ITIL certification is mandatory.
  
• Strong leadership, problem-solving, reporting, and customer-service skills.
  
• Fluent in Arabic and English, both written and spoken.
  
• Willingness to work in a rotational shift environment, including weekends and public holidays.