Zaintech

4 months ago

Service Desk Team Lead

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Lead a Level 1 cloud support team delivering first-line IT support across public and private cloud environments, ensuring incident management, proactive monitoring, and adherence to ITIL processes. Drive SLA performance, escalation governance, and continuous process improvements while coordinating with cloud engineering and security teams to ensure reliable service delivery.

Location: Egypt

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Lead, manage, and develop a team of L1 cloud support engineers, fostering a high-performance and customer-focused culture
•Own day-to-day service desk operations, ensuring effective handling of incidents, service requests, and system alerts
•Ensure continuous monitoring and proactive identification of issues across cloud infrastructure and services
•Provide guidance on initial troubleshooting across compute, storage, networking, access, and availability issues
•Act as the primary escalation point for L1, ensuring timely resolution or escalation to L2 and L3 teams

Key Requirements

•5+ years of experience in IT or cloud support environments
•2–3 years of experience in a supervisory or team lead capacity
•Relevant cloud certifications (AWS, Azure, or equivalent – Foundation/Associate level preferred)
•ITIL Foundation certification (preferred)
•Working knowledge of public cloud platforms (AWS, Azure, OCI)

Experience:5+ yearsInformation technologyCloud

Skills:LeadershipTeam managementCommunicationProblem-solvingCustomer-focused

Certifications:AWS CertificationAzure CertificationITIL Foundation

Languages:English

Tech Stack:AWSAzureOCIVMwareOpenStackHyper-VServiceNowJira

Company Brief

Zaintech

Zaintech is the digital services and technology arm of Zain Group, delivering cloud, managed services, cybersecurity, contact center, and digital transformation solutions to enterprises and carriers across the Middle East and Africa.

Industry: Consulting

Company Size: Large (251 to 1,000 employees)

Growth: Established Company

Headquarters: Kuwait City, Kuwait

Website LinkedIn

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Zaintech

4 months ago

Service Desk Team Lead

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Egypt

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Lead, manage, and develop a team of L1 cloud support engineers, fostering a high-performance and customer-focused culture
•Own day-to-day service desk operations, ensuring effective handling of incidents, service requests, and system alerts
•Ensure continuous monitoring and proactive identification of issues across cloud infrastructure and services
•Provide guidance on initial troubleshooting across compute, storage, networking, access, and availability issues
•Act as the primary escalation point for L1, ensuring timely resolution or escalation to L2 and L3 teams

Key Requirements

•5+ years of experience in IT or cloud support environments
•2–3 years of experience in a supervisory or team lead capacity
•Relevant cloud certifications (AWS, Azure, or equivalent – Foundation/Associate level preferred)
•ITIL Foundation certification (preferred)
•Working knowledge of public cloud platforms (AWS, Azure, OCI)

Experience:5+ yearsInformation technologyCloud

Skills:LeadershipTeam managementCommunicationProblem-solvingCustomer-focused

Certifications:AWS CertificationAzure CertificationITIL Foundation

Languages:English

Tech Stack:AWSAzureOCIVMwareOpenStackHyper-VServiceNowJira

Company Brief

Zaintech

Industry: Consulting

Company Size: Large (251 to 1,000 employees)

Growth: Established Company

Headquarters: Kuwait City, Kuwait

Website LinkedIn