KSA ServiceDesk Team Lead with Stock Options

Tabby | تابي; Riyadh; On-site; SAR 335,000 - 502,000; Full time

Benefits offered by this job

Autonomy and responsibility from day 1

Employee stock options program

Flexi benefits

Competitive salary and bonuses

Health Insurance

Job summary

Tabby in KSA is seeking a hands-on ServiceDesk Team Lead to own L1 support operations for the Saudi market. You will manage the local engineers, keep escalation flows to L2 clean, and drive incident response for KSA-affecting issues while aligning with regulatory processes (SAMA).

You will lead queue management, set quality standards, monitor SLA targets, and develop the team through onboarding and continuous improvement of playbooks and tools.

Qualifications

• 3+ years in technical support / service desk, including 1+ year leading a team
• Hands-on troubleshooting with logs, APIs, and data
• Incident management with P1/P2 flows
• Experience with Jira
• Fluent Arabic and English (B2+)

Responsibilities

• Own KSA ServiceDesk queue end-to-end: daily operations, prioritization, coverage and backlog control, and first response within SLA

Skills

3+ years in technical support

1+ year leading a team

Troubleshooting with logs/APIs

Incident management

Jira

Metrics-driven management

Monitoring tools (Datadog, Grafana, Ki

SQL queries

Arabic & English bilingual

Tools

Jira

SQL

Datadog

Grafana

Kibana

Job description

Tabby in KSA is seeking a hands-on ServiceDesk Team Lead to own L1 support operations for the Saudi market. You will manage the local engineers, keep escalation flows to L2 clean, and drive incident response for KSA-affecting issues while aligning with regulatory processes (SAMA).

You will lead queue management, set quality standards, monitor SLA targets, and develop the team through onboarding and continuous improvement of playbooks and tools.