Service Desk Lead - Octopus

Who we are

Robusta Technology Group (RTG) is a key driver of digital transformation by providing a holistic tech ecosystem. RTG works with its local and international partners to help build digital customer experiences, establish engineering hubs and build ventures across multiple industries and domains. In this pursuit, RTG serves as a catalyst for impact and growth through events, spaces and content focused on creating impact and growth across the different interactions.

Octopus is proud to be part of the Robusta Technology Group (RTG), a leading tech consultancy group. With a decade of experience and a successful track record of delivering over 300 projects across Europe, the Middle East, and North America, RTG has established itself as a preferred employer in the Egyptian market. Octopus and Robusta are building a bridge between Europe and Africa, creating tailored hub solutions to connect companies with top talent across the globe.

Octopus by RTG is hiring for a reputable insurance company with headquarters in Riyadh a skilled Service Desk Lead to join the team.

Job Summary: The Service Desk Lead is responsible for overseeing the daily operations of the service desk team, ensuring high-quality customer support, and implementing strategies to improve service delivery. This role involves managing team performance, handling escalated issues, and collaborating with other departments to enhance overall IT service management.

Key Responsibilities:

1. Team Management:

• Lead and mentor a team of service desk analysts and support staff.
• Conduct regular performance reviews, provide feedback, and identify training needs.
• Develop and implement strategies for team development and morale.

• Ensure the service desk meets or exceeds performance metrics and service level agreements (SLAs).
• Oversee the resolution of high-priority or complex support requests.
• Implement and maintain incident management and request fulfillment processes.

• Continuously assess and improve service desk processes and procedures.
• Develop and monitor key performance indicators (KPIs) to track and enhance service desk efficiency.
• Identify and implement best practices and new technologies to improve service delivery.

• Act as a point of escalation for unresolved or complex issues.
• Ensure high levels of customer satisfaction by addressing and resolving complaints effectively.
• Monitor customer feedback and make adjustments to improve service quality.

• Prepare and present regular reports on service desk performance, trends, and areas for improvement.
• Analyze incident and request data to identify recurring issues and develop proactive solutions.

• Work closely with IT teams and other departments to coordinate and streamline support efforts.
• Manage relationships with third-party vendors and service providers, ensuring effective service delivery.

• Manage scheduling, resource allocation, and budget for the service desk team.
• Ensure compliance with organizational policies and procedures.