Front Office Team Leader

About 2P Perfect Presentation

Established in 2004, 2P Perfect Presentation has been a prominent figure in Saudi Arabia's ICT sector, delivering comprehensive technology solutions that foster digital transformation and enhance operational efficiencies. The company prides itself on innovation, exceptional service, and trusted expertise across various business units.

Role Overview

We are in search of a knowledgeable Front Office Team Leader to supervise the Service Desk and End User Support departments. This role demands effective leadership, adept technical skills, and proven experience managing extensive IT support operations, ensuring prime service delivery aligned with ITIL guidelines.

Key Responsibilities

• Oversee and direct the Service Desk and End User Support teams, ensuring operational success.
• Guarantee adherence to defined SLAs and quality benchmarks in IT service delivery.
• Regularly track and report on team performance and operational outcomes.
• Ensure team training aligns with ITIL standards and best practices.
• Act as liaison among Service Desk, Infrastructure, and other support units to expedite issue resolution.
• Maintain and enhance Knowledge Base documentation and support workflows.
• Manage IT Asset processes, ensuring the precision of asset information.
• Update and oversee the Configuration Management Database (CMDB) with complete asset records.
• Lead Continual Service Improvement efforts leveraging customer feedback and metrics.
• Support Change Management procedures following company policies.
• Conduct asset audits and prepare inventory and lifecycle analysis reports.

Required Qualifications & Skills

• Bachelor’s degree in Computer Science, IT, or related discipline.
• At least 5 years of professional experience within IT Service Management, Service Desk, or End User Support roles.
• Must be a Saudi national.
• Holds ITIL and CCNP certifications.
• Demonstrated expertise in ITSM platforms and Microsoft End User products.
• Proficient in Windows infrastructure technologies including Active Directory, DNS, DHCP, IIS.
• Strong background in system administration, troubleshooting, network fundamentals, and security.
• Excellent leadership, communication, and interpersonal skills.
• Fluent in both Arabic and English languages.

Preferred Experience

• Experience managing enterprise-scale IT operations and managed services.
• Exposure to Continual Service Improvement initiatives.
• Knowledgeable about IT Asset Management and CMDB methodologies.
• Experienced leading technical support teams in sizable corporate settings.