ServiceDesk Team Lead

About the role

Tabby is seeking a hands‑on ServiceDesk Team Lead to own L1 technical support operations in Saudi Arabia. You will manage the queue, ensure SLA compliance, lead a team of engineers, and act as the primary point of contact for KSA‑specific regulatory processes.

Key responsibilities

• Own the KSA ServiceDesk queue end‑to‑end, managing daily operations, prioritisation, coverage and backlog while meeting first‑response and resolution SLA targets.
• Act as a player‑coach: handle the most complex tickets, set technical standards, and troubleshoot L2‑level cases that require KSA‑specific context.
• Lead and develop the KSA ServiceDesk team through onboarding, quality reviews, workload balancing and individual development plans.
• Define and enforce escalation quality standards, monitor flow metrics and intervene when needed.
• Drive incident response for KSA‑affecting P1/P2 issues, coordinate with engineering and manage regulatory reporting to SAMA.
• Identify, report and analyse bugs, create development tasks and standardise solutions.
• Maintain and update documentation, runbooks and internal tools.
• Manage quality metrics such as reopen rate, escalation rate, first‑response and resolution times, applying corrective actions as required.

Required profile

• Minimum 3 years experience in technical support or service desk roles.
• At least 1 year of experience leading a team or shift.
• Strong hands‑on troubleshooting ability and deep technical knowledge.

Required skills

What we offer

• Opportunity to lead a growing team in a fast‑moving FinTech environment.
• Exposure to high‑volume transaction processing and regulatory compliance.