Front Office Team Leader

We are seeking an experienced Front Office Team Leader with 5+ years of experience in IT support and service management. The ideal candidate will be responsible for leading Service Desk and End User Support teams, ensuring high-quality service delivery, and maintaining alignment with ITIL best practices and organizational standards.

Key Responsibilities

Lead and manage the Service Desk and End User Support teams.

Ensure adherence to agreed Service Level Agreements (SLA).

Monitor service quality and provide performance reports to management.

Ensure all team members are properly trained and aligned with ITIL framework.

Coordinate between different support levels to ensure timely resolution of incidents.

Review and enhance Knowledge Base articles and support processes.

Oversee Asset Management processes and ensure data accuracy.

Maintain and update CMDB including historical, current, and planned asset information.

Implement continual service improvement initiatives based on user satisfaction feedback.

Support Change Management processes and ensure alignment with procedures.

Conduct periodic asset status reviews and generate required reports.

Qualifications & Requirements

Bachelor's degree in computer science, Information Technology, or a related field.

Minimum 5+ years of experience in a relevant field.

ITIL certification is required.

CCNP certification is required.

Strong experience in ITSM tools and processes.

Hands-on experience with Microsoft end-user products.

Experience with Microsoft infrastructure (Windows, AD, DNS, DHCP, IIS).

Proven technical knowledge in system administration and troubleshooting.

Good experience in networking, monitoring tools, and security devices.

Excellent written, verbal, and interpersonal communication skills.

Bilingual (Arabic / English) is required.

Key Skills

Service Desk & End User Support Management

ITIL Framework & ITSM Processes

SLA Management & Performance Reporting

Asset Management & CMDB

Microsoft Infrastructure (AD, DNS, DHCP, IIS)

Networking & Security Fundamentals

Incident, Change & Problem Management

Leadership & Team Management