Service Desk Team Lead - Jeddah, المملكة العربية السعودية - Alnafitha IT

وصف

Job Description

Job Summary:

As the Help Desk Team Lead, you will be responsible formanaging and supervising a team of help desk technicians while ensuringefficient IT support services to our clients. Your primary focus will be onoverseeing day-to-day operations, providing guidance to team members, andmaintaining high-level troubleshooting expertise to resolve complex technicalissues. You will also play a crucial role in managing and maintaining our ITinfrastructure, including datacenters and network systems.

Responsibilities:

• Lead and supervise a team of help desk technicians, ensuringefficient and effective service delivery to clients.
  
• Develop and implement strategies, procedures, and policiesto optimize help desk operations and enhance customer satisfaction.
  
• Provide technical guidance and mentoring to team members,fostering their professional growth and development.
  
• Conduct regular performance evaluations and provideconstructive feedback to team members, addressing any performance or training gaps.
  
• Serve as a point of escalation for complex technical issuesand provide high-level troubleshooting expertise to resolve critical incidents.
  
• Collaborate with cross-functional teams, such as networkadministrators, system administrators, and application developers, to ensureseamless integration and smooth functioning of the IT infrastructure.
  
• Monitor and maintain the company's datacenters and networksystems, ensuring high availability, reliability, and security.
  
• Continuously assess and improve help desk processes,workflows, and knowledge base to enhance service efficiency and quality.
  
• Generate reports and analyze help desk metrics to identifytrends, areas for improvement, and opportunities for automation.
  
• Stay updated with the latest industry trends, technologies,and best practices in help desk management and IT infrastructure.
  
  

Requirements

Bachelor's degree in computer science, InformationTechnology, or a related field. Relevant certifications (, ITIL, CompTIAA+, Microsoft Certified Professional) will be advantageous.

• Proven experience 6 years in managing a help desk team andoverseeing IT infrastructure and datacenters.
  
• Located in Makka, Jeddah or willing to relocate.
  
• In-depth knowledge of IT infrastructure components,including servers, storage, networking, and virtualization technologies.
  
• Strong troubleshooting skills and the ability to quicklyanalyze and resolve complex technical issues.
  
• Excellent leadership and team management abilities, with atrack record of motivating and developing team members.
  
• Exceptional communication skills, both written and verbal,with the ability to effectively interact with clients, team members, andstakeholders.
  
• Strong organizational and time management skills, with theability to prioritize tasks and work under pressure in a fast-pacedenvironment.
  
• Proficiency in help desk software, ticketing systems, andremote support tools.
  
• Solid understanding of IT service management principles andbest practices.
  
• Flexibility to work occasional evenings, weekends, or beon-call to address critical issues.