Help Desk Lead – IT Support Team Lead

About the role

Trace Systems Inc. is looking for a customer‑focused Help Desk Lead to manage the Service Desk team supporting classified and unclassified networks in Al Nakhla, Saudi Arabia. The role combines hands‑on technical support with leadership, ensuring rapid incident resolution and continuous service improvement.

Key responsibilities

• Lead daily Service Desk operations, assign and prioritize tickets, and monitor queue performance.
• Provide Tier I support for desktops, laptops, peripherals and enterprise applications (Windows, Office, Teams, browsers, Adobe).
• Document incidents, troubleshoot, and close tickets with complete resolution details.
• Escalate complex issues to Desktop, Systems, Network, Cybersecurity or external teams while retaining ticket ownership.
• Mentor and train Service Desk staff, conduct quality reviews, and drive process enhancements.
• Support workstation setups, equipment replacements, office moves and technology refresh projects.

Required profile

• Minimum 3 years of experience in a help‑desk or service‑desk environment.
• Proven ability to lead a team, prioritize workload and manage shift handovers.
• Strong communication skills and a customer‑service mindset.
• Familiarity with government‑approved ticketing systems and security‑cleared environments is a plus.

Required skills

• Office applications
• AESMP
• Active Directory
• HDI certification
• Remedy ticketing system
• Microsoft Windows
• Enterprise authentication
• ServiceNow
• DNS
• TCP/IP
• DHCP
• VPN
• ITIL Foundation
• Wireless networking