Front Office Team Leader

About the role

The Front Office Team Leader oversees the Service Desk and End‑User Support functions, ensuring high‑quality IT support, operational efficiency, and strict adherence to ITIL‑based processes. This role acts as the central coordination point between support tiers to guarantee timely incident resolution and continuous service improvement.

Key responsibilities

• Lead, supervise and manage Service Desk and End‑User Support teams, handling workload distribution, prioritisation and performance feedback.
• Monitor service delivery against agreed Service Level Agreements, produce regular performance reports and proactively escalate issues.
• Ensure full compliance with ITIL processes for Incident, Problem and Change Management, coordinating L1‑L3 support.
• Maintain and update the Knowledge Base, drive Continual Service Improvement initiatives and address recurring problems.
• Oversee Asset Management and CMDB accuracy, conduct audits and generate configuration reports.
• Support Microsoft infrastructure (Windows Server, Active Directory, DNS, DHCP, IIS) and collaborate with networking and security teams on related incidents.

Required profile

• 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) and CCNP certification (mandatory).
• Bilingual in Arabic and English.
• Saudi national.

Required skills

• ITIL framework and ITSM tool expertise.
• CCNP networking knowledge.
• Microsoft Windows Server, Active Directory, DNS, DHCP and IIS administration.
• Asset Management and CMDB administration.
• Experience with networking, monitoring and security devices.