Helpdesk Supervisor

Role Overview

Helpdesk Supervisor at Retal, located in Medina. The role involves leading and managing the technical support team, overseeing day-to-day helpdesk operations, ensuring superior customer service delivery, and mentoring team members to maintain high performance standards.

Role Purpose

Oversee helpdesk operations and lead technical support staff to deliver superior customer service while serving as the primary point of escalation for complex technical issues and maintaining operational efficiency.

Key Responsibilities

Team Leadership & Management

• Supervise and manage helpdesk staff, including scheduling, performance evaluations, and professional development
• Mentor team members to maintain high performance standards

Operations & Service Delivery

• Monitor and track support tickets, ensuring timely resolution and adherence to service level agreements
• Maintain operational efficiency across helpdesk functions

Technical Support

• Provide technical support for real estate software systems, property management platforms, and company IT infrastructure
• Handle escalated issues from junior support staff and serve as primary contact for critical problems

Reporting & Documentation

• Prepare performance reports and metrics to track team productivity and customer satisfaction
• Maintain comprehensive documentation of procedures, troubleshooting guides, and technical solutions

Qualifications & Experience

• Minimum 3 years of helpdesk experience
• At least 1 year in a supervisory capacity
• Bachelor's degree in Information Technology, Business Administration, or related field preferred

Skills & Competencies

• Strong knowledge of IT support systems, ticketing software, and real estate management platforms
• Excellent leadership skills
• Excellent communication skills
• Excellent problem-solving skills
• Fluency in English
• Fluency in Arabic