Help Desk Lead

trace systems inc.; Saudi Arabia; On-site; SAR 150,000 - 180,000; Full time

Job summary

Trace Systems is seeking a customer-focused Help Desk Lead for contract operations in Riyadh, Saudi Arabia. You will oversee the Service Desk, guide a team, ensure timely incident diagnosis, and escalate unresolved issues to appropriate technical teams.

You will mentor staff, review ticket practices, handle diverse support requests, and maintain documentation while ensuring adherence to cybersecurity and DoD requirements.

Qualifications

• Active US Government Secret clearance.
• US Citizenship required.
• Three years IT help desk or service desk experience, including at least one year leading a small team.
• DoD 8140 qualifications may be satisfied by education, military training, or certifications.
• Experience supporting Windows workstations, Office apps, printers, and basic network connectivity.

Responsibilities

• Lead daily Service Desk operations, assign and prioritize workload, monitor ticket queues, coordinate escalations.
• Provide guidance, training, and mentorship to Service Desk personnel; review ticket documentation and resolution practices.
• Receive incidents and service requests via phone, email, walk-in, or government ticketing system.
• Create, categorize, prioritize, assign, update, track, and close tickets with full details.
• Provide Tier I support for desktops, laptops, monitors, printers, and related peripherals.
• Troubleshoot Windows, Office, Outlook, Teams, browsers, Adobe, and enterprise apps.
• Assist with CAC authentication, password resets, and access requests.
• Perform basic Ethernet, VPN, DNS, DHCP, and local connectivity troubleshooting.
• Install and configure client software, peripherals, and workstation settings.
• Support workstation setup, moves, technology refresh, and basic VTC needs.
• Escalate advanced issues to other teams while retaining ownership.
• Meet priorities for outages, cyber incidents, and enterprise disruptions.
• Communicate professionally with military leaders and government partners.
• Contribute to knowledge articles and service improvement efforts.
• Follow cybersecurity and equipment accountability requirements.
• Participate in after-hours, recall, and on-call support when assigned.

Skills

IT help desk leadership

ticketing & ticket queues

cybersecurity awareness

Windows support

professional communication

Education

Bachelor’s degree in IT or related field

DoD 8140 qualification requirements

Tools

ServiceNow

Remedy

Active Directory

Job description

Job Responsibilities

Trace Systems is seeking a customer-focused Help Desk Lead to support contract operations in Riyadh, Kingdom of Saudi Arabia. The Help Desk Lead will oversee the team serving as the first point of contact for users of classified and unclassified networks. This position will manage daily support activities, ensure timely diagnosis and service restoration, verify that all actions are properly documented, and coordinate the escalation of unresolved issues to the appropriate technical teams.

• Lead daily Service Desk operations, assign and prioritize workload, monitor ticket queues and response requirements, coordinate escalations, and ensure continuous support for mission-critical incidents, VIP work stoppages, and enterprise disruptions.
• Provide technical guidance, quality assurance, training, and mentorship to Service Desk personnel; review ticket documentation and resolution practices; manage shift handoffs; and identify recurring issues and opportunities for service improvement.
• Receive incidents and service requests through telephone, email, walk-in, remote-support tools, and the Government-approved ticketing system.
• Create, categorize, prioritize, assign, update, track, and close tickets with complete customer, troubleshooting, escalation, and resolution details.
• Provide Tier I support for desktops, laptops, monitors, docking stations, printers, scanners, smart-card readers, and approved peripherals.
• Assist with CAC authentication, certificate issues, password resets, account unlocks, profiles, printer mapping, shared-drive access, and approved access requests.
• Perform basic Ethernet, wireless, VPN, TCP/IP, DNS, DHCP, and local connectivity troubleshooting.
• Install and configure approved client software, peripherals, workstation settings, and remote-support sessions within authorized scope.
• Support workstation setup, equipment replacement, office moves, technology refresh, and basic VTC or conference-room requirements.
• Escalate advanced issues to Desktop, Systems, Network, Voice, VTC, SharePoint, Cybersecurity, or external support teams while retaining ticket ownership.
• Meet priority and response requirements for mission-critical outages, VIP work stoppages, cybersecurity incidents, and enterprise disruptions.
• Communicate professionally with military leaders, Government civilians, mission partners, and distinguished visitors.
• Contribute to knowledge articles, troubleshooting guides, recurring-issue analysis, and service improvement activities.
• Follow cybersecurity, approved-software, removable-media, information-protection, and Government Furnished Equipment accountability requirements.
• Participate in after-hours, emergency recall, and on-call support when assigned.

Job Overview

Job Title

Help Desk Lead

Job Location

Al Nakhla, Saudi Arabia

Job Responsibilities

Trace Systems is seeking a customer-focused Help Desk Lead to support contract operations in Riyadh, Kingdom of Saudi Arabia. The Help Desk Lead will oversee the team serving as the first point of contact for users of classified and unclassified networks. This position will manage daily support activities, ensure timely diagnosis and service restoration, verify that all actions are properly documented, and coordinate the escalation of unresolved issues to the appropriate technical teams.

• Lead daily Service Desk operations, assign and prioritize workload, monitor ticket queues and response requirements, coordinate escalations, and ensure continuous support for mission-critical incidents, VIP work stoppages, and enterprise disruptions.
• Provide technical guidance, quality assurance, training, and mentorship to Service Desk personnel; review ticket documentation and resolution practices; manage shift handoffs; and identify recurring issues and opportunities for service improvement.
• Receive incidents and service requests through telephone, email, walk-in, remote-support tools, and the Government-approved ticketing system.
• Create, categorize, prioritize, assign, update, track, and close tickets with complete customer, troubleshooting, escalation, and resolution details.
• Provide Tier I support for desktops, laptops, monitors, docking stations, printers, scanners, smart-card readers, and approved peripherals.
• Troubleshoot Microsoft Windows, Office, Outlook, Teams, approved browsers, Adobe products, and other enterprise applications.
• Assist with CAC authentication, certificate issues, password resets, account unlocks, profiles, printer mapping, shared-drive access, and approved access requests.
• Perform basic Ethernet, wireless, VPN, TCP/IP, DNS, DHCP, and local connectivity troubleshooting.
• Install and configure approved client software, peripherals, workstation settings, and remote-support sessions within authorized scope.
• Support workstation setup, equipment replacement, office moves, technology refresh, and basic VTC or conference-room requirements.
• Escalate advanced issues to Desktop, Systems, Network, Voice, VTC, SharePoint, Cybersecurity, or external support teams while retaining ticket ownership.
• Meet priority and response requirements for mission-critical outages, VIP work stoppages, cybersecurity incidents, and enterprise disruptions.
• Communicate professionally with military leaders, Government civilians, mission partners, and distinguished visitors.
• Contribute to knowledge articles, troubleshooting guides, recurring-issue analysis, and service improvement activities.
• Follow cybersecurity, approved-software, removable-media, information-protection, and Government Furnished Equipment accountability requirements.
• Participate in after-hours, emergency recall, and on-call support when assigned.

Minimum Qualifications

• Active, in-scope US Government issued Secret clearance.
• Due to the nature of the work and contract requirements: US Citizenship is required.
• Minimum of three years of IT help desk or service desk experience, including at least one year leading a small team, coordinating daily workload, monitoring ticket queues, and overseeing issue escalation and resolution.
• Candidates must meet the applicable DoD 8140 qualification requirements for the assigned work role. DoD 8140 Work Role(s): 411 - Technical Support Specialist, Proficiency Level: Intermediate; and may qualify through education, military training, certifications, or a combination thereof.
• Qualifying 8140 credentials include a bachelor’s degree in Information Technology, Cybersecurity, Computer Science, Information Systems, or completion of relevant military communications or network training.
• Qualifying 8140 certifications may include Security+, CND, GFACT, GSEC, or other DoD 8140-approved certifications. Higher proficiency‑level or equivalent DoD 8140-approved certifications applicable to the assigned work role may also be accepted.
• Experience supporting Microsoft Windows workstations, Office applications, endpoint hardware, printers, peripherals, email, and basic network connectivity.
• Experience using ServiceNow, Remedy, AESMP, or another enterprise ticketing system.
• Working knowledge of Active Directory user support, TCP/IP, DNS, DHCP, VPN, wireless networking, and enterprise authentication.
• Ability to document technical actions accurately, manage competing priorities, and communicate status clearly.
• Strong customer service, analytical, organizational, and problem‑solving skills.
• Valid U.S. driver license and willingness to relocate to Riyadh, Kingdom of Saudi Arabia.

Desired Qualification

• CompTIA A+, Network+, ITIL Foundation, or HDI certification.
• Experience supporting NIPRNet, SIPRNet, Microsoft 365, CAC middleware, VPN clients, SCCM/MECM, or Intune.
• Experience supporting VTC setup, SharePoint permissions, or shared‑drive access.
• Previous DoD, USARCENT, CENTCOM, NETCOM, DISA, overseas, contingency, or military communications experience.

Trace Systems

Trace Systems, headquartered in Vienna, Virginia, was founded to support and defend our nation's security interests at home and abroad-- whenever and wherever. We provide cybersecurity, intelligence, communications, networking and information technology services, systems, and solutions to the United States Department of Defense, Intelligence Community and Department of Homeland Security.

Trace Systems is an Equal Opportunity and Aff... All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.