Company Description:

Naseej is a leading technology company committed to harnessing the power of digital transformation in learning & knowledge management by enabling our customers to provide rich experiences for their users and adapt to a dynamic technology landscape while reducing their technical burden enabling them to focus on achieving their strategic objectives. And for almost 36 years, Naseej with its branches all over the MENA region had made many contributions to be one of the market leaders in the fields of E-Learning, Edu-Tech & Digital transformation. Naseej website: https://www.naseej.com/

Job Summary:

The Senior Helpdesk Specialist is responsible for leading and overseeing day-to-day helpdesk operations across the organization, ensuring high-quality technical support and adherence to service level agreements (SLAs). This role manages escalation handling, supports complex incident resolution, and maintains strong customer relationships while driving team performance, knowledge management, and the onboarding of new clients into helpdesk services.

Key Responsibilities:

• 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.

Requirements:

• 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