Help Desk Lead — VIP & Mission-Critical IT Support

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

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.