Front Office Team Leader
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Key skills for this role
About the Role
Prospex Development seeks a Front Office Team Leader to lead Service Desk and End User Support teams, ensuring ITIL-based service delivery and SLA compliance. Requires 5+ years IT experience, ITIL and CCNP certifications, and bilingual Arabic/English.
Key Skills for This Role
Responsibilities
- 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
- Ensure all IT services are delivered in alignment with agreed SLAs
- Monitor service performance and escalate issues proactively
- Prepare and present regular service performance reports to 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
- Review, update, and enhance Knowledge Base articles and support documentation
- Drive Continual Service Improvement (CSI) initiatives based on user feedback and performance trends
- Oversee Asset Management processes ensuring accuracy and completeness of data
Requirements
- Bachelor's degree in Computer Science, Information Technology, or 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
Full Job Posting
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.
- Acts as a key coordination point between support tiers.
Key Responsibilities
- 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.
- Ensure all IT services are delivered in alignment with agreed SLAs.
- Monitor service performance and escalate issues proactively.
- Prepare and present regular service performance reports to 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.
- Review, update, and enhance Knowledge Base articles and support documentation.
- Drive Continual Service Improvement (CSI) initiatives based on user feedback and performance trends.
- Oversee Asset Management processes ensuring accuracy and completeness of data.
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.
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