Technical Services Lead

Confidential Government; معهد تدريب المديرية العامة للسجون بالمنطقة الشرقية; On-site; SAR 150,000 - 200,000; Full time

Job summary

A government organization is seeking a Technical Services Lead to oversee a team of technical professionals. The role involves managing technical support, troubleshooting complex issues, and ensuring efficient operations. Candidates should have a Bachelor's degree in Computer Science or a related field, along with 5+ years in technical services and proven leadership experience. This is a full-time position with flexible hours based in Saudi Arabia.

Qualifications

• 5+ years of experience in technical services, with at least 2 years in a leadership position.
• Experience in managing a diverse team in a fast-paced environment.
• Familiarity with cloud technologies and troubleshooting methodologies.

Responsibilities

• Lead and manage a team of technical professionals.
• Oversee complex technical issues and ensure timely resolution.
• Develop and maintain technical documentation and training materials.

Skills

Technical expertise in system administration

Strong leadership and team management

Problem-solving and analytical skills

Excellent communication skills

Education

Bachelor’s degree in Computer Science or related field

Tools

System monitoring tools

Project management tools

Job description

Overview

The Technical Services Lead is responsible for overseeing and leading a team of technical professionals to ensure that the organization's technology infrastructure, systems, and applications operate smoothly and efficiently. This role involves managing the delivery of technical support, troubleshooting, and resolving complex technical issues, as well as ensuring that technical services meet both internal and external client needs.

Responsibilities

• Team Leadership & Management:
  • Lead, mentor, and develop a team of technical service professionals, ensuring high levels of performance and productivity.
  • Allocate resources effectively and manage team workloads, ensuring deadlines are met and quality standards are maintained.
  • Conduct regular performance reviews and provide feedback for continuous improvement.
• Technical Support & Problem Resolution:
  • Act as the primary escalation point for complex technical issues that cannot be resolved by the team.
  • Oversee the troubleshooting, diagnosis, and resolution of technical issues in a timely manner.
  • Maintain a deep understanding of the organization's systems, hardware, software, and network infrastructure to provide expert support.
• System Monitoring & Maintenance:
  • Monitor the performance of systems and applications to proactively identify and resolve potential issues before they impact operations.
  • Coordinate regular maintenance schedules for hardware, software, and network systems to ensure optimal performance and security.
• Client & Stakeholder Interaction:
  • Work closely with internal stakeholders, clients, and vendors to understand technical requirements and expectations.
  • Manage customer inquiries and technical escalations, ensuring satisfaction and timely resolution of issues.
  • Develop and maintain strong relationships with clients and other business units to understand their technical needs and provide proactive solutions.
• Documentation & Reporting:
  • Maintain accurate records of technical issues, resolutions, and maintenance activities.
  • Generate regular reports on the status of technical services, system performance, and team metrics.
  • Develop and update technical documentation, training materials, and knowledge base articles for internal and external use.
• Process Improvement:
  • Identify areas for process improvement within the technical services team and implement strategies to increase efficiency and effectiveness.
  • Stay current with emerging technologies and best practices, integrating new tools and methodologies as appropriate.
• Project Management:
  • Oversee the planning, execution, and delivery of technical projects, ensuring adherence to timelines and budgets.
  • Collaborate with other departments (e.g., IT, Operations, Development) to ensure seamless project execution.

Qualifications

• Technical Expertise:
  • Strong knowledge of system administration, IT infrastructure, network services, and cloud technologies.
  • Familiarity with troubleshooting methodologies for both hardware and software issues.
  • Experience with system monitoring and performance management tools.
• Leadership & Team Management:
  • Proven experience in leading and managing technical teams, including providing mentorship and career development opportunities.
  • Ability to inspire, motivate, and manage a diverse team in a fast-paced environment.
  • Strong interpersonal skills, including the ability to communicate technical concepts to non-technical stakeholders.
• Problem-Solving & Analytical Skills:
  • Strong analytical and critical thinking skills to address complex technical challenges and find effective solutions.
  • Ability to prioritize tasks and manage multiple issues simultaneously under pressure.
• Project Management:
• Communication Skills:
  • Excellent written and verbal communication skills, including the ability to create clear documentation and reports.
  • Experience in interacting with clients, vendors, and cross-functional teams.
• Education & Experience:
  • Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent practical experience).
  • 5+ years of experience in a technical services role, with at least 2 years in a leadership or management position.
  • Relevant certifications (e.g., ITIL, PMP, CompTIA, Cisco, etc.) are a plus.

Work Environment

• Full-time position, typically based in an office or remote environment with occasional travel requirements for client meetings, site visits, or team events.
• Flexible working hours may be required to accommodate global teams or clients in different time zones.

Key Metrics & KPIs

• Team performance and productivity (e.g., issue resolution time, customer satisfaction scores).
• Uptime and reliability of technical services and systems.
• Successful completion of technical projects within scope, timeline, and budget.
• Continuous improvement in operational processes and technical efficiency.