Service Desk Agent (Team Lead) with Iqama Transferrable-KSA

Zyagulf Information Technology LLC; Riyadh; Presencial; SAR 200.000 - 320.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Family Status

Medical Insurance Self

Spouse Up to 3 Children

Descripción de la vacante

Zyagulf Information Technology LLC is recruiting a Service Desk - Team Lead with 6 to 10 years of experience in Data Center Colocation Connectivity. The role requires ITIL/ITSM expertise and a minimum of 2 years in leading a team, with Iqama transferrable and KSA-based relocation readiness.

Direct hire by our client in Riyadh, KSA. Preferred certifications include ITIL Foundation, HDI Team Lead, and HDI Support Center Manager.

Formación

• Min 6 to 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 preferred.

Responsabilidades

• 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.
• Drive customer satisfaction initiatives, ensure proactive communication during service disruptions, conduct customer follow-ups and service recovery activities.

Conocimientos

Service Desk

Team Lead

ITIL

ITSM

SLA

Reporting Tools

Educación

Any relevant IT degree

Herramientas

Power BI

Excel

Ticketing Systems

Descripción del empleo

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

We are recruiting Service Desk - Team Lead with Iqama Transferrable and having 6 to 10 years of Data Center Colocation Connectivity ITIL ITSM and min 2 years in leading a team experience to one of our reputed clients located in Riyadh KSA.

Employment

Direct Hire by our client.

Qualification

Any relevant IT degree.

Work Location

Riyadh KSA.

Experience

Min 6 to 10 years.

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. Preferred Already in KSA Transferable IQAMA.

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

• 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.
• 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.
• Ensure accurate ticket logging, categorization, prioritization and routing.
• Monitor workload distribution and resource utilization.
• Drive operational consistency across shifts.
• Generate and present reports using Power BI, Excel, PowerPoint, ITSM Reporting Tools.
• Track SLA compliance, CSAT scores, ticket volumes, backlog aging, escalation trends.
• Coach and mentor Service Desk Analysts, conduct performance reviews and development planning, ensure staffing and shift coverage.
• Improve service desk processes, maintain SOPs and knowledge articles, support automation and self-service initiatives.

Experience

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 preferred.

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 candidates who have relevant experience and holding Iqama Transferrable can share their updated profile quickly. They should be able to join in short notice.