ITSM Service Desk Agent (Team Lead)-Direct Hire with Family Status-KSA

Zyagulf Information Technology LLC; Riyadh; On-site; SAR 90,000 - 130,000; Full time

Benefits offered by this job

Family Status

Medical Insurance

Self

Spouse

Up to 3 Children

Job summary

Zyagulf Information Technology LLC in Riyadh seeks a seasoned Service Desk Team Leader to guide operations in delivering responsive customer support and incident coordination.

You will oversee ticket management, SLA adherence, and customer experience, leveraging Power BI for reporting; join ASAP with a 15–20 day joining window. This role focuses on Data Center Colocation and Connectivity Services.

Qualifications

• Min 6-10 years in Service Desk Customer Support Operations.
• Minimum 2 years leading a Service Desk team.
• Experience in ITIL-driven environments.
• Experience supporting Data Center and Connectivity customers.

Responsibilities

• Lead the Service Desk team in handling customer interactions through tickets and channels.
• Ensure SLA adherence and coordinate incident management.
• Drive CSAT scores and customer engagement metrics.
• Generate and present reports using Power BI and ITSM tools.
• Coach and mentor Service Desk Analysts; manage staffing and shifts.
• Improve service desk processes and maintain SOPs.

Skills

Service Desk

Team Lead

ITIL

ITSM

SLA

Reporting Tools

Customer Service

Education

Any IT degree

Tools

Power BI

Excel

PowerPoint

Job description

Dear Friend Greetings from Zyagulf Information Technology UAE

About us

Zyagulf Information Technology is a global IT consulting and solutions provider that offers dynamic end to end business solutions to various enterprises with high quality of services in emerging technologies and an impressive command of industry expertise and leading technology capabilities with fully integrated on-site, off-site, offshore and blended delivery methodologies.

Requirement

• Direct Hire by our client

Employment

• Any relevant IT degree

Work Location

• Riyadh KSA

Experience

• Min 6 to 10 years
• 6-10 years in Service Desk Customer Support Operations
• Minimum 2 years leading a Service Desk team
• Experience in ITIL-driven environments
• Experience supporting Data Center and Connectivity customers

Skills

• Service Support
• Service Desk Agent
• Team Lead
• ITIL
• ITSM
• Reporting Tools
• SLA

Preferred Certification

• ITIL Foundation
• HDI Team Lead
• HDI Support Center Manager
• Customer Service Certifications
• Lean Six Sigma Green Belt

Joining Time

• ASAP immediate 15 to 20 days

Domain

• Data Center Colocation
• Connectivity Services

Nationality

• Any

Benefits

• Family Status
• Medical Insurance
• Self
• Spouse
• Up to 3 Children

Job Description

Role: Service Support Service Desk - Team Leader

Function: Service Operations

Industry: Data Center Colocation Connectivity Services

Purpose

The Team Leader Service Support is responsible for leading the Service Desk team in delivering exceptional customer support service request fulfillment complaint management and incident coordination. The role focuses on customer experience SLA adherence service governance and operational excellence while ensuring compliance with ITIL and ISO 20000 service management practices.

Key Responsibilities

• Customer Service - Case Management: Lead the Service Desk team in handling customer interactions through phone email portals and ticketing systems; ensure effective management of Service Requests Incidents Complaints Problem Records SLA-related communications; monitor ticket queues and ensure adherence to service levels; act as the escalation point for customer issues and service complaints.
• Customer Experience Management: Drive customer satisfaction initiatives; ensure proactive communication during service disruptions; conduct customer follow-ups and service recovery activities; improve Customer Satisfaction CSAT and customer engagement metrics.
• Service Operations Management: Ensure accurate ticket logging categorization prioritization and routing; monitor workload distribution and resource utilization; drive operational consistency across shifts.
• Reporting / Service Analytics: Generate and present reports using Power BI Excel PowerPoint ITSM Reporting Tools.
• Track: SLA Compliance CSAT Scores Ticket Volumes Backlog Aging Escalation Trends.
• Team Leadership: Coach and mentor Service Desk Analysts; conduct performance reviews and development planning; ensure staffing and shift coverage.
• Process Improvement: Improve service desk processes; maintain SOPs and knowledge articles; support automation and self-service initiatives.

Service Desk Experience

• Min 6-10 years in Service Desk Customer Support Operations

Preferred Certifications

• ITIL Foundation
• HDI Team Lead
• HDI Support Center Manager
• Customer Service Certifications
• Lean Six Sigma Green Belt

Key KPIs

• Customer Satisfaction CSAT
• SLA Achievement
• First Contact Resolution FCR
• Ticket Backlog
• Escalation Rate
• Service Request Fulfillment Time
• Team Productivity

The candidate who is selected for the project should be able to join in short notice.