Senior Helpdesk Specialist Naseej

Lead and oversee daily helpdesk operations, including ticket management, workload distribution, and team coordination to ensure uninterrupted support.

Serve as the primary escalation point for complex and high-priority incidents, ensuring timely resolution in line with SLAs.

Monitor and manage helpdesk performance metrics, including SLA adherence, resolution times, and service quality, driving continuous improvement.

Build and maintain strong client relationships, acting as the main point of contact and handling escalations and onboarding of new customers.

Train, mentor, and support helpdesk team members while maintaining knowledge base documentation and promoting knowledge sharing.

Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).

4 6 years of experience in helpdesk or technical support, preferably in a SaaS or enterprise software environment.

Proven experience handling escalations and acting in a senior or lead capacity within a helpdesk team.

Experience managing customer relationships and onboarding clients into a support function.

Prior experience mentoring or guiding team members.

Strong hands-on helpdesk experience across SaaS platforms and systems

Proficiency with helpdesk/ITSM tools

Understanding of cloud/SaaS support models, user management, and system configurations

Familiarity with ITIL framework particularly incident, problem, and knowledge management