Senior Tech Support Team Lead - Operations & Escalations

2P Perfect Presentation; Riyadh; On-site; SAR 201,000 - 335,000; Full time

Job summary

2P Perfect Presentation is seeking a Technical Support Team Leader Specialist to supervise the technical support operations and ensure timely incident resolution while maintaining high service quality.

The ideal candidate will lead a skilled team, coordinate with IT groups and vendors, and drive SLA/KPI adherence. Strong English, networking knowledge, and ITIL practices are essential for success in this role.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum 7 years of experience in Technical Support or IT Help Desk, including team leadership.
• Advanced English language skills.
• Strong knowledge of hardware, software, operating systems, and network troubleshooting.
• Understanding of networking protocols and concepts (TCP/IP, DNS, DHCP, VPN, routing).
• Experience with contact center technologies and platforms (Avaya, Cisco, Genesys, Verint).

Responsibilities

• Lead and supervise the Technical Support team and daily operations.
• Monitor and ensure timely resolution of incidents and service requests.
• Provide technical guidance and support for complex technical issues.
• Monitor team performance and ensure compliance with SLAs and KPIs.
• Review, manage, and resolve escalated technical issues.
• Coordinate with IT teams, vendors, and stakeholders to resolve complex incidents.
• Monitor ticket queues and ensure proper documentation, follow‑up, and closure.
• Prepare performance reports and identify areas for improvement.
• Conduct coaching, knowledge‑sharing, and performance feedback sessions.
• Ensure high levels of user satisfaction and service quality.
• Oversee technical support for contact center platforms and related systems.
• Support troubleshooting of telephony, IVR, CTI, and other contact center technologies.
• Ensure adherence to IT policies, procedures, and service management best practices.

Skills

Leadership

Communication

Troubleshooting

Incident management

Escalations handling

Analytical thinking

Education

Bachelor's degree in CS/IT or related field

Tools

Avaya

Cisco

Genesys

Verint

Job description

2P Perfect Presentation is seeking a Technical Support Team Leader Specialist to supervise the technical support operations and ensure timely incident resolution while maintaining high service quality.

The ideal candidate will lead a skilled team, coordinate with IT groups and vendors, and drive SLA/KPI adherence. Strong English, networking knowledge, and ITIL practices are essential for success in this role.