ServiceDesk Team Lead📣 إعلان

منذ ساعتين تقريبا

	نوع العقد	دوام كامل
	طبيعة الوظيفة	بالموقع
	الموقع	الرياض

وصف الوظيفة

About Tabby

Tabby is a leading FinTech company focused on creating financial freedom by reshaping how people shop, earn, and save. With over 15 million users, Tabby enables flexible payments online and in-store, allowing shoppers to split costs with no interest or fees. The platform supports over 40,000 global brands and small businesses, including Amazon and IKEA, generating over $10 billion in annual transaction volume. Launched in 2019, Tabby is recognized as the highest-rated, largest, and fastest-growing FinTech in the GCC region, having secured over $1 billion in funding and valued at $ billion.

The Role: ServiceDesk Team Lead, KSA

Tabby is seeking a ServiceDesk Team Lead to manage L1 technical support operations in Riyadh, Saudi Arabia. This full-time role involves overseeing the support queue, ensuring quality, meeting SLAs, and leading the local L1 engineers. The Team Lead will maintain a clean escalation flow to L2 and engineering, manage incident response for KSA-affecting issues, and represent ServiceDesk in KSA-specific processes, including regulatory requirements with SAMA.

Key Responsibilities

Manage the KSA ServiceDesk queue end-to-end, including daily operations, prioritization, coverage, and backlog control, while ensuring first response and resolution meet SLA targets.
Act as a player-coach by handling complex tickets personally, setting technical standards for the team, and serving as the primary troubleshooter for L2-level cases requiring KSA-specific context.
Lead and develop the KSA ServiceDesk team through onboarding, quality reviews, workload balancing, and individual development plans.
Oversee escalation quality as a process, defining standards for escalations to L2/engineering, monitoring flow metrics, and intervening when necessary.
Drive incident response for KSA-affecting issues (P1/P2), coordinating with engineering and stakeholders, and managing regulatory reporting to SAMA.
Identify and report bugs, analyze technical issues, and create development tasks for resolution.
Standardize solutions, prepare, and update documentation and runbooks for ServiceDesk teams.
Manage quality using data metrics such as reopen rate, escalation rate, first response, and resolution times per agent and category, implementing corrective actions for deviations.
Contribute to the development and improvement of internal tools and processes.

Required Qualifications and Skills

Minimum of 3 years of experience in technical support or service desk roles, including at least 1 year in a team or shift leadership position.
Demonstrated hands-on troubleshooting skills, including debugging logs, APIs, and data, with the ability to technically justify or reject escalations.
Practical experience in incident management, including P1/P2 flows, incident coordination, and postmortems.
Proficiency in working with Jira.
Strong soft skills, including ownership, facilitation of ticket handling and resolution processes, proactivity, and a high level of autonomy.
Experience managing by metrics, with the ability to explain team performance indicators like reopen and escalation rates and the actions taken based on them.
Experience with monitoring and logging tools such as Datadog, Grafana, or Kibana.
Understanding of software development principles.
Ability to write simple SQL queries.

Preferred Qualifications

Experience in FinTech or another regulated industry, with exposure to regulators like SAMA.
Understanding of ITIL processes, including incident, problem, and service level management.
Scripting skills (*, Bash, Python, Go).
Knowledge and practical use of administrative automation tools.
Experience with Google Cloud or Google Apps Script.
Jira administration experience.
Experience working at a startup.