Service Desk Agent; Team Lead) Iqama Transferrable-KSA

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.

We are recruiting Service Desk
- Team Lead with Iqama Transferrable and having 6 to 10 years of Data Center Colocation Connectivity ITIL ITSM and min 2 years in leading a team experience to one of our reputed clients located in Riyadh KSA.

Direct Hire by our client.

Any relevant IT degree.

Riyadh KSA.

Min 6 to 10 years.

• Service Support
• Service Desk Agent Team Lead
• ITIL
• ITSM
• Reporting Tools
• SLA

• ITIL Foundation
• HDI Team Lead
• HDI Support Center Manager
• Customer Service Certifications
• Lean Six Sigma Green Belt

ASAP immediate 15 to 20 days.

Data Center Colocation Connectivity Services.

Any. Preferred Already in KSA Transferable IQAMA.

• Family Status
• Medical Insurance Self
• Spouse Up to 3 Children

Service Support Service Desk
- Team Leader.

Service Operations.

Data Center Colocation Connectivity Services.

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.

• 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.
• 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.
• Ensure accurate ticket logging, categorization, prioritization and routing.
• Monitor workload distribution and resource utilization.
• Drive operational consistency across shifts.
• Generate and present reports using Power BI, Excel, PowerPoint, ITSM Reporting Tools.
• Track SLA compliance, CSAT scores, ticket volumes, backlog aging, escalation trends.
• Coach and mentor Service Desk Analysts, conduct performance reviews and development planning, ensure staffing and shift coverage.
• Improve service desk processes, maintain SOPs and knowledge articles, support automation and self-service initiatives.

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.

• ITIL Foundation
• HDI Team Lead
• HDI Support Center Manager
• Customer Service Certifications
• Lean Six Sigma Green Belt

• Customer Satisfaction (CSAT)
• SLA Achievement
• First Contact Resolution (FCR)
• Ticket Backlog
• Escalation Rate
• Service Request Fulfillment Time
• Team Productivity

The candidates who have relevant experience and holding Iqama Transferrable can share their updated profile quickly. They should be able to join in short notice.