ServiceDesk Team Lead📣 Job Ad

About Tabby

Tabby is a leading FinTech company in the GCC region, dedicated to enhancing financial freedom for over 15 million users by reshaping their relationship with money. The company's flagship offering allows shoppers to split payments online and in-store with no interest or fees, utilized by over 40,000 global brands. Tabby generates over $10 billion in annual transaction volume and is recognized as the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC. Since its launch in 2019, Tabby has secured over $1 billion in equity and debt funding, achieving a valuation of $ billion.

The Opportunity: ServiceDesk Team Lead

Tabby is seeking a ServiceDesk Team Lead to manage L1 technical support operations in Riyadh, Saudi Arabia. This full-time, hands-on role involves overseeing the support queue, ensuring service quality, and meeting established Service Level Agreements (SLAs). The Team Lead will be responsible for leading the local L1 engineers, maintaining a clear escalation path to L2 and engineering teams, and managing incident response for issues affecting KSA. Candidates should possess 5-10 years of relevant experience.

Core ServiceDesk Responsibilities

The ServiceDesk Team Lead will be responsible for the daily management and technical execution within the KSA ServiceDesk:

• Own the KSA ServiceDesk queue end-to-end, covering daily operations, prioritization, coverage, and backlog control to ensure first response and resolution within SLA targets. This includes handling requests from the support team and colleagues, performing basic problem analysis.
• Act as a player-coach, personally addressing the most complex tickets, setting the technical standard for the team, and serving as the primary troubleshooter. This includes complex L2-level cases escalated from the KSA cluster that require specific KSA context, such as language, local regulation, or local integrations.

Team Leadership and Quality Assurance

This role involves significant leadership and quality management duties to ensure high standards of service and team development:

• Lead and develop the KSA ServiceDesk team through onboarding, quality reviews, workload balancing, and individual development plans.
• Own the escalation quality process by defining standards for effective escalations to L2/engineering. This includes ensuring proper context, root cause analysis on logs, API errors and data, reproduction steps, and categorization. Monitor flow metrics and bounce-backs, intervening as necessary.
• Manage quality through data analysis, tracking metrics such as reopen rate, escalation rate, first response, and resolution times per agent and category, implementing corrective actions for deviations.

Incident Management and Operational Improvement

The ServiceDesk Team Lead will also drive incident management and contribute to continuous operational improvement:

• Own and drive the incident response for KSA-affecting issues (P1/P2), coordinating with engineering and stakeholders, and leading regulatory reporting to SAMA end-to-end.
• Identify and report bugs; analyze technical issues and create development tasks for their resolution.
• Standardize solutions, and prepare and update documentation and runbooks for ServiceDesk teams.
• Contribute to the development and improvement of internal tools and processes.

Work Environment and Application

This is a full-time position based in Riyadh, Saudi Arabia. Interested candidates are invited to apply.