Service Desk Team Lead — ITIL-Driven & CSAT Focus

Zyagulf Information Technology LLC

Riyadh

On-site

SAR 200,000 - 320,000

Full time

14 days+

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Benefits offered by this job

Family Status

Medical Insurance Self

Spouse Up to 3 Children

Job summary

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.

Qualifications

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.

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.