Front Office Team Leader

About the role

2P, a leading ICT solutions provider in Saudi Arabia, is looking for an experienced Front Office Team Leader to head its Service Desk and End User Support teams. The role focuses on delivering high‑quality IT services, ensuring compliance with ITIL best practices, and driving continuous improvement.

Key responsibilities

• Lead and manage the Service Desk and End User Support teams.
• Ensure compliance with agreed Service Level Agreements (SLAs) and quality standards.
• Monitor performance, produce operational reports, and drive KPI improvements.
• Train team members on ITIL processes and best practices.
• Coordinate incident resolution across Service Desk, Infrastructure, and other support groups.
• Maintain and enhance Knowledge Base articles and support procedures.
• Oversee IT Asset Management, ensuring accurate asset data.
• Update the Configuration Management Database (CMDB) with current and planned asset information.
• Lead Continual Service Improvement initiatives based on metrics and customer feedback.
• Support Change Management activities and enforce organizational procedures.
• Conduct periodic asset reviews and generate lifecycle reports.

Required profile

• Bachelor's degree in Computer Science, IT, Computer Engineering or related field.
• Minimum 5 years of experience in IT Service Management, Service Desk or End User Support.
• Saudi nationality.
• ITIL and CCNP certifications.
• Strong communication, leadership and interpersonal skills.
• Fluent in Arabic and English.

Required skills

• IT Service Management (ITSM)
• ITIL Framework
• Service Desk Management
• End User Support
• SLA & KPI Management
• Asset Management
• Configuration Management Database (CMDB)
• Change Management
• Microsoft End User Products
• Windows Infrastructure (Active Directory, DNS, DHCP, IIS)
• System Administration & Troubleshooting
• Networking & Security Fundamentals
• Infrastructure Hardware Support
• CCNP certification