ServiceDesk Team Lead📣 Job Ad

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.

Location and Work Type

This full-time position is based in Riyadh, Saudi Arabia. Candidates must currently reside in KSA and be eligible to work within the country.