ServiceDesk Team Lead
Core
Lead L1 technical support operations for the KSA region, managing the support queue, incident response, and team performance for a FinTech payment platform.
Role type
Senior ServiceDesk Team Lead (L1 Operations)
Builds
L1 support operations, incident response flows, and regulatory reporting for KSA users.
Domain
FinTech / Payments / GCC Region
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
L1 technical support leadership, incident management (P1/P2), escalation quality control, team onboarding and development, technical troubleshooting (logs/APIs/data), Jira administration, SQL querying, monitoring tools (Datadog/Grafana/Kibana), Arabic (native/fluent), English (B2+)
Preferred skills
FinTech or regulated industry experience, ITIL processes, scripting (Bash/Python/Go), administrative automation, Google Cloud/GApps Script, Jira administration, startup experience
Technologies
Jira, Datadog, Grafana, Kibana, SQL, Google Cloud, Google Apps Script
Responsibilities
Own end-to-end KSA ServiceDesk queue operations and SLA targets; act as a player-coach for complex L2-level cases; lead and grow the KSA ServiceDesk team; manage escalation quality and flow metrics; drive incident response and regulatory reporting to SAMA; identify bugs and create development tasks; standardize solutions and update documentation; manage quality by data metrics.
Seniority
Senior, hands-on IC with team leadership