Since 2004, 2P has been a leader in Saudi Arabia's ICT landscape, delivering integrated technology solutions that help organizations accelerate digital transformation and improve operational efficiency. With a strong foundation in innovation and service excellence, 2P continues to provide end-to-end solutions through its specialized business units and trusted market expertise. We are always looking to connect with talented professionals who are passionate about making an impact and growing within a dynamic, forward-looking environment.

We are seeking an experienced Front Office Team Leader to lead the Service Desk and End User Support teams, ensuring exceptional IT service delivery, compliance with ITIL best practices, and continuous service improvement. The ideal candidate will have strong leadership capabilities, technical expertise, and experience managing enterprise IT support operations.

Key Responsibilities

Lead and manage the Service Desk and End User Support teams.
Ensure compliance with agreed Service Level Agreements (SLAs) and service quality standards.
Monitor team performance and prepare operational and performance reports.
Ensure team members are trained and aligned with ITIL best practices.
Coordinate between Service Desk, Infrastructure, and other support teams to ensure timely incident resolution.
Review and continuously improve Knowledge Base (KB) articles and support procedures.
Oversee IT Asset Management processes and ensure asset data accuracy.
Maintain and update the Configuration Management Database (CMDB), including historical, current, and planned asset information.
Drive Continual Service Improvement (CSI) initiatives based on customer satisfaction and operational metrics.
Support Change Management activities and ensure adherence to organizational procedures.
Conduct periodic asset reviews and generate inventory and asset lifecycle reports.

Required Skills

IT Service Management (ITSM)
ITIL Framework
Service Desk Management
End User Support
SLA & KPI Management
Asset Management
Configuration Management Database (CMDB)
Change Management
Microsoft End User Products
Windows Infrastructure (Active Directory, DNS, DHCP, IIS)
System Administration & Troubleshooting
Networking & Security Fundamentals
Infrastructure Hardware Support

Qualifications

Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or a related field.
Minimum 5 years of experience in IT Service Management, Service Desk, or End User Support.
Saudi Nationality is mandatory.
ITIL Certification is required.
CCNP Certification is required.
Hands-on experience with ITSM platforms.
Strong experience supporting Microsoft End User products and Windows infrastructure technologies.
Proven expertise in system administration, troubleshooting, networking, monitoring tools, and security devices.
Excellent communication, leadership, and interpersonal skills.
Fluent in Arabic and English.

Preferred Qualifications

Experience with enterprise IT operations and managed services environments.
Experience with Continual Service Improvement (CSI) initiatives.
Knowledge of IT Asset Management and CMDB best practices.
Experience leading technical support teams in large enterprise environments.