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

About this opportunity

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 The candidate who is selected for the project should be able to join in short notice.