# Service Desk Team Lead

> ZainTECH · New Cairo City, Egypt · Full-time · Posted 2026-02-27

**Workplace:** on_site

**Department:** Technology & Delivery

## Description

The Service Desk Team Lead is responsible for leading the Level 1 support function, ensuring efficient and high-quality delivery of first-line support across public and private cloud environments. This role combines hands-on operational oversight with team leadership to ensure effective incident management, proactive monitoring, and timely escalation. The position plays a critical role in maintaining service excellence, driving SLA adherence, and continuously improving support processes and team capabilities.

Responsibilities:

-   Lead, manage, and develop a team of L1 cloud support engineers, fostering a high-performance and customer-focused culture
-   Own day-to-day service desk operations, ensuring effective handling of incidents, service requests, and system alerts
-   Ensure continuous monitoring and proactive identification of issues across cloud infrastructure and services
-   Provide guidance on initial troubleshooting across compute, storage, networking, access, and availability issues
-   Act as the primary escalation point for L1, ensuring timely resolution or escalation to L2 and L3 teams
-   Drive adherence to SLAs, KPIs, and operational targets, with regular performance tracking and reporting
-   Plan and manage shift schedules to ensure optimal coverage, including 24/7 operations where required
-   Ensure high standards of ticket quality, documentation, and knowledge base management
-   Enforce ITIL-aligned processes across incident, problem, and change management
-   Lead team meetings, performance reviews, and training initiatives to continuously upskill the team
-   Collaborate with cloud engineering, security, and operations teams to ensure seamless service delivery
-   Identify and implement process improvements, automation opportunities, and service enhancements

## Requirements

-   5+ years of experience in IT or cloud support environments
-   2–3 years of experience in a supervisory or team lead capacity
-   Relevant cloud certifications (AWS, Azure, or equivalent – Foundation/Associate level preferred)
-   ITIL Foundation certification (preferred)
-   Working knowledge of public cloud platforms (AWS, Azure, OCI)
-   Understanding of private cloud and virtualization technologies (e.g., VMware, OpenStack, Hyper-V)
-   Familiarity with monitoring, alerting, and observability tools
-   Solid understanding of networking fundamentals (DNS, TCP/IP, firewalls, load balancing)
-   Basic administration of Linux and/or Windows environments
-   Experience with ITSM / ticketing platforms (e.g., ServiceNow, Jira, Remedy)
-   Knowledge of ITIL principles and service management best practices

## Apply

[Apply at ZainTECH](https://apply.workable.com/zaintech/j/55F3D19CE3/apply)

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