Shift Lead - English, Arabic, Microsoft Windows

About the role

Lead and mentor a team of Service Desk Analysts to deliver high-quality IT support services. Oversee incident and request management, ensure SLA compliance, drive continuous service improvement, manage escalations, and collaborate with cross-functional IT teams to enhance end-user experience and operational efficiency.

What you'll do

• Lead, coach, and support Service Desk Analysts to achieve team KPIs and service targets
• Monitor incident, request, and escalation queues to ensure timely resolution and SLA adherence
• Act as the primary escalation point for complex technical and service-related issues
• Drive customer satisfaction through effective communication and service delivery
• Analyze service desk performance metrics and prepare operational reports

What you need

• Windows
• Active Directory
• ServiceNow
• Troubleshooting
• Hardware
• Networking
• Any graduate

Good to have

• IAM
• Network security