Technical Support Team Leader

شركة عالم النظم والبرامج; Buraydah; On-site; SAR 70,000 - 90,000; Full time

Job summary

A leading technology firm in Al-Qassim Province, Saudi Arabia is seeking a Technical Support Team Leader. You will supervise and manage the technical team to ensure delivery of high-quality customer service and resolution of technical issues. Candidates should hold a Bachelor’s degree in Computer Science with at least 3 years of experience in technical support management. Strong leadership and communication skills are essential for this on-site role.

Qualifications

• 3+ years of experience in technical support or customer service management.
• Experience managing teams in a software or SaaS environment.
• Professional certifications such as ITIL or HDI are preferred.

Responsibilities

• Manage and lead the technical support team to ensure high-quality customer service.
• Analyze tickets and complaints, providing regular performance reports.
• Enhance technical support processes and internal workflows.

Skills

Problem-solving

Leadership

Communication

Education

Bachelor’s degree in Computer Science or equivalent

Tools

Jira

Freshdesk

Zendesk

Job description

Job Title

Technical Support Team Leader

Job Purpose

To supervise and manage the technical support team.

Main Responsibilities

• Manage and lead the technical support team to ensure high-quality customer service.
• Monitoring performance, analyzing tickets and complaints, and providing regular reports.
• Develop and enhance technical support processes and internal workflows.
• Coordinate with relevant teams to ensure prompt resolution of technical issues.
• Prepare and update the knowledge base and training plans for the team.
• Monitor team compliance with service level agreements (SLA) and achievement of performance goals.

Requirements and Qualifications

• Nationality: Saudi (male or female).
• Bachelor’s degree in Computer Science or an equivalent field is preferred.
• Full-time, on-site position.
• Willingness to visit clients across different regions of the Kingdom.
• Minimum of 3 years of experience in technical support or customer service management.
• Experience managing teams within software or SaaS companies.
• Familiarity with ticketing and support systems such as Jira, Freshdesk, or Zendesk.
• Strong leadership skills with the ability to solve problems and make decisions.
• Excellent communication skills and the ability to understand customer needs.
• Professional certifications such as ITIL or HDI are preferred.