Service Desk Team Lead - ITIL | CSAT & SLA Champion

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

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.