Role Overview
The Front Office Team Leader is responsible for leading the Service Desk and End User Support teams, ensuring high-quality IT support services, operational efficiency, and strict adherence to ITIL-based processes. The role acts as a key coordination point between support tiers, ensuring timely resolution of incidents and continuous improvement of IT service delivery.
Key Responsibilities
Team Leadership & Service Desk Operations
- Lead, supervise, and manage the Service Desk and End User Support teams.
- Ensure effective workload distribution, prioritization, and task completion.
- Provide coaching, mentoring, and performance feedback to team members.
Service Delivery & SLA Management
- Ensure all IT services are delivered in alignment with agreed Service Level Agreements (SLAs).
- Monitor service performance and escalate issues proactively when needed.
- Prepare and present regular service performance reports to management.
ITIL Process Management
- Ensure full adherence to ITIL framework across Incident, Problem, and Change Management processes.
- Coordinate between L1, L2, and L3 support teams for efficient incident resolution.
- Support and enforce Change Management procedures to minimize operational risk.
Knowledge & Continuous Improvement
- Review, update, and enhance Knowledge Base articles and support documentation.
- Drive Continual Service Improvement (CSI) initiatives based on user feedback and performance trends.
- Identify recurring issues and initiate preventive actions.
Asset & Configuration Management
- Oversee Asset Management processes ensuring accuracy and completeness of data.
- Maintain and update the CMDB, including historical, current, and planned asset records.
- Conduct periodic asset audits and status validation exercises.
- Generate asset and configuration-related reports for management.
Infrastructure & Technical Oversight
- Support Microsoft infrastructure environments (Windows Server, Active Directory, DNS, DHCP, IIS).
- Ensure smooth functioning of end-user computing environments and services.
- Coordinate with technical teams on networking and security-related incidents when required.
Qualifications & Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum 5+ years of experience in IT Service Desk or End User Support environments.
- ITIL certification (mandatory).
- CCNP certification (mandatory).
- Strong hands-on experience with ITSM tools and service management processes.
- Solid experience with Microsoft end-user and server environments.
- Experience in system administration, troubleshooting, and technical support.
- Good understanding of networking, monitoring tools, and security devices.
- Excellent communication skills (written, verbal, and interpersonal).
- Bilingual: Arabic & English (required).
- Saudi National
Key Skills
- Service Desk & End User Support Management
- ITIL Framework & ITSM Best Practices
- SLA Monitoring & Performance Reporting
- Asset Management & CMDB Administration
- Microsoft Infrastructure (AD, DNS, DHCP, IIS)
- Networking & Security Fundamentals
- Incident, Problem & Change Management
- Leadership & Team Development
Working Conditions & Benefits
- Working Hours: 8-hour rotational shifts
- Medical Insurance: Covered (including family coverage for spouse + 2 dependents)
- Ticket Benefit: Annual ticket covered by company
- Employment Type: Full-time, shift-based operational role
