Shift Lead - English, Arabic, Microsoft Windows

Job Summary

Team Lead – English Service Desk

• Office-based with potential remote/hybrid arrangement per organizational policy.

• Flexibility to support occasional evening/weekend/holiday coverage as needed.

• Comfortable working in a dynamic, fast-paced environment focused on service excellence and improvement.

Key Responsibilities

• Lead, coach, and develop service desk agents; run regular briefings and 1:1s.

• Plan coverage (schedules/attendance/shifts) to meet service levels.

• Ensure timely ticket/request resolution in line with SLAs/KPIs; monitor daily operations.

• Handle escalations and complex issues; provide expert guidance and decision support.

• Promote a customer-centric culture; communicate outages/changes clearly and promptly.

• Drive onboarding, training, and knowledge sharing; identify ongoing development needs.

• Improve processes and workflows; standardize procedures with IT/HR and stakeholders.

• Maintain policies, procedures, and knowledge base documentation.

• Produce and present performance metrics, trends, and improvement recommendations.

• Ensure quality assurance and compliance with policies/standards; implement corrective actions.

Skill Requirements

Fluent, professional English communication (verbal and written).

• Service desk leadership experience (typically 1+ year) within an IT support environment (typically 3+ years total).

• Strong customer service mindset; ability to manage escalations and challenging stakeholders.

• Hands-on troubleshooting background and understanding of IT infrastructure, networking, and common applications.

• Proficiency with ticketing/service management tools (e.g., Service Now, Zendesk, Jira) and knowledge base practices.

• Data-driven approach: analyze metrics, build reports/dashboards, and identify trends/root causes.

• Coaching/mentoring skills; ability to onboard and upskill team members.

• Organization and prioritization skills in a fast-paced, high-volume environment.

• Problem-solving, conflict resolution, and negotiation capabilities.

• Presentation/facilitation skills to communicate insights and changes to leadership and partners.

Other Requirements

• Bachelor’s degree in IT, Business Administration, or related field preferred.

• Relevant certifications are a plus (e.g., ITIL, HDI, CompTIA).

• High integrity, professionalism, and discretion when handling sensitive information.

• Self-motivated, proactive, and results-oriented; comfortable with change and continuous learning.

• Ability to collaborate cross-functionally (IT, HR, and business stakeholders).