Team Lead – IT Helpdesk / On-Site Support

About the role

The Team Lead – IT Helpdesk / On-Site Support supervises day-to-day IT support operations and ensures timely resolution of user incidents and service requests. The role manages helpdesk and on-site support teams, monitors ticket queues, handles escalations, maintains shift coverage and ensures compliance with SLAs, ITIL processes and service quality standards.

Key responsibilities

• Manage helpdesk and on-site support teams and monitor ticket queues
• Handle escalations and maintain shift coverage
• Ensure compliance with SLAs, ITIL processes and service quality standards
• Support staff training, performance monitoring and reporting
• Maintain knowledge-base updates and coordinate with the Service Delivery Manager

Required profile

• Bachelor's degree in Information Technology, Computer Science or a related field
• 5-7 years of experience in IT Helpdesk, Service Desk, Desktop Support or IT Support operations
• 1-2 years in a team lead or supervisory role
• Proven experience managing IT support teams, shift schedules, ticket queues and technical escalations
• Fluent Arabic and English, written and spoken
• Willingness to work in a rotational shift environment, including weekends and public holidays

Required skills

• Incident management, service request management, escalation procedures and SLA monitoring
• Hands-on experience with ITSM or ticketing systems; SMAX experience preferred
• Good knowledge of Windows, Microsoft Office 365, Microsoft Teams and desktop troubleshooting
• ITIL certification is mandatory