ServiceDesk Team Lead

Tabby
Riyadh
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 3+ yearsSkills: ["Ownership","Facilitation","Proactivity","Autonomy","Communication"]

Own the KSA ServiceDesk queue end-to-end, leading daily L1 support operations, prioritization, coverage, and backlog control to hit first response and resolution SLAs. Serve as the player-coach for complex escalations, manage P1/P2 incident response and SAMA regulatory reporting, and standardize solutions with strong documentation and runbooks. Drive quality using metrics across reopen/escalation rates and contribute to improving internal tools and processes.

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FursaFursa
Tabby
Tabby
5 hours ago

ServiceDesk Team Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Own the KSA ServiceDesk queue end-to-end, leading daily L1 support operations, prioritization, coverage, and backlog control to hit first response and resolution SLAs. Serve as the player-coach for complex escalations, manage P1/P2 incident response and SAMA regulatory reporting, and standardize solutions with strong documentation and runbooks. Drive quality using metrics across reopen/escalation rates and contribute to improving internal tools and processes.
Location: Riyadh
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Own the KSA ServiceDesk queue end-to-end: daily operations, prioritization, coverage, backlog control, and maintaining SLA targets.
  • •Take the most complex tickets as a player-coach, set the technical bar, and support L2/engineering escalations requiring KSA-specific context.
  • •Lead and grow the KSA ServiceDesk team, including onboarding, quality reviews, workload balance, and development plans.
  • •Own escalation quality and incident response for KSA-impacting P1/P2 issues, coordinating with engineering and stakeholders and leading SAMA reporting.
  • •Identify and report bugs, standardize solutions, and maintain documentation/runbooks while improving internal tools and processes using quality-by-data metrics.

Pay and Benefits

Perks:Health InsuranceEquity

Key Requirements

  • •3+ years in technical support/service desk, including 1+ year leading a team or shift.
  • •Hands-on troubleshooting skills (logs, APIs, data) with the ability to defend/reject escalations on technical grounds.
  • •Incident management experience, including P1/P2 flows, incident coordination, and postmortems.
  • •Experience working with Jira and managing ticket resolution processes using metrics.
  • •Strong communication skills (Arabic native/fluent; English B2+), with high autonomy and ownership.
Experience:3+ yearsFinTech
Skills:OwnershipFacilitationProactivityAutonomyCommunication
Languages:ArabicEnglish
Tech Stack:JiraDatadogGrafanaKibanaSQLBashPythonGoGoogle CloudGoogle Apps Script

Company Brief

Tabby
Tabby is a MENA buy‑now‑pay‑later and fintech platform that enables customers to split purchases into installments, offers in‑store and online payment products, a consumer app, and merchant services across Saudi Arabia, UAE, Kuwait and the wider region.
Industry: Lending
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: Riyadh, Saudi Arabia
Founded: 2019
Glassdoor
Glassdoor: 4.0
WebsiteLinkedInGlassdoor