ServiceDesk Team Lead

Department: Service Desk

Location: KSA

Description

Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money.

The company's flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.

Tabby generates over $10 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region. Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and is now valued at $4.5 billion.


We are looking for a hands-on ServiceDesk Team Lead to own L1 technical support operations in KSA: the queue, the quality, the SLAs and the team. You will lead the local L1 engineers, keep the escalation flow to L2 and engineering clean, own incident response for KSA-affecting issues, and represent ServiceDesk in KSA-specific processes, including regulatory ones (SAMA).

Key Responsibilities

• Own the KSA ServiceDesk queue end-to-end: daily operations, prioritization, coverage and backlog control, keeping first response and resolution within SLA targets; handle requests from the support team and colleagues, including basic problem analysis;
• Act as a player-coach: personally take the most complex tickets, set the technical bar for the team and remain its strongest troubleshooter — including complex L2-level cases escalated from the KSA cluster when they require KSA-specific context (language, local regulation, local integrations);
• Lead and grow the KSA ServiceDesk team: onboarding, quality reviews, workload balance and development plans;
• Own escalation quality as a process: set the standard for what a good escalation to L2/engineering looks like (context, root cause analysis on logs, API errors and data, reproduction, categorization), watch the flow metrics and bounce-backs, and step in when something goes off track;
• Own and drive the incident response for KSA-affecting issues (P1/P2): coordinate with engineering and stakeholders, and lead regulatory reporting to SAMA end-to-end;
• Identify and report bugs; analyze technical issues and create development tasks for fixing them;
• Standardize solutions, prepare and update documentation and runbooks for ServiceDesk teams;
• Manage quality by data: reopen rate, escalation rate, first response and resolution times per agent and per category, with corrective actions on deviations;
• Contribute to the development and improvement of internal tools and processes.
  
  

Skills, Knowledge & Expertise

• 3+ years in technical support / service desk, including 1+ year leading a team or shift;
• Strong hands-on troubleshooting: you personally debug the cases your engineers cannot — logs, APIs, data — and can defend or reject an escalation on technical grounds;
• Incident management practice: P1/P2 flows, incident coordination, postmortems;
• Experience working with Jira;
• Strong soft skills: ownership and facilitation of ticket handling and resolution processes, proactivity, high level of autonomy;
• Experience managing by metrics: you can explain your team's reopen and escalation rates and what you changed because of them;
• Experience with monitoring and logging tools (Datadog, Grafana, Kibana);
• Understanding of software development principles;
• Experience writing simple SQL queries;
• Arabic — native or fluent; English at a level sufficient for verbal and written communication (B2+);
• Based in KSA and eligible to work in KSA.
  
  

Nice to have:

• Experience in FinTech or another regulated industry (SAMA or similar regulator exposure);
• Understanding of ITIL processes (incident, problem, service level management);
• Scripting skills (Bash, Python, Go);
• Knowledge and practical use of administrative automation tools;
• Experience with Google Cloud / Google Apps Script;
• Jira administration experience;
• Experience at a startup.
  
  

Job Benefits

• A working environment that gives you autonomy and responsibility from day one.
• Participation in the company’s employee stock options program.
• Flexi benefits you can use for wellness, travel, or learning
• Competitive salary and other bonuses
• Health Insurance.