ITSM Service Desk Agent (Team Lead)-Direct Hire with Family Status-KSA — Riyadh

Dear Friend,

Greetings from... Zyagulf Information Technology, UAE

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:

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, supporting customers in Saudi Arabia or the Middle East would be an advantage.

Preferred Certification: ITIL Foundation, HDI Team Lead, HDI Support Center Manager, Customer Service Certifications, Lean Six Sigma Green Belt (Preferred)

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

Customer Service & Case Management

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.

Customer Experience Management

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.

Service Operations Management

Ensure accurate ticket logging, categorization, prioritization, and routing.

Monitor workload distribution and resource utilization.

Drive operational consistency across shifts.

Reporting & Service Analytics

Generate and present reports using:

Power BI

Excel

PowerPoint

ITSM Reporting Tools

Track:

SLA Compliance

CSAT Scores

Ticket Volumes

Backlog Aging

Escalation Trends

Team Leadership

Coach and mentor Service Desk Analysts.

Conduct performance reviews and development planning.

Ensure staffing and shift coverage.

Process Improvement

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 (Preferred)

Key KPIs

Customer Satisfaction (CSAT)

SLA Achievement

First Contact Resolution (FCR)

Ticket Backlog

Escalation Rate

Service Request Fulfillment Time

Team Productivity