Technical Support Supervisor

We’re Hiring: Technical Support Supervisor – Digital Platforms & Electronic Services (Arabic Speakers Only)

📍 Riyadh, Saudi Arabia | 🕐 Full-Time | 🌍 Bilingual Preferred (Arabic & English)

Are you passionate about delivering reliable digital services and ensuring seamless platform performance? Do you thrive in supervising technical support operations and improving service quality across digital platforms?

We are looking for an experienced Technical Support Supervisor to oversee daily technical support operations for digital platforms and electronic services, ensuring service continuity, operational efficiency, and an excellent user experience.

🔑 Key Responsibilities

• Supervise and guide technical support teams responsible for web-based platforms and electronic services

• Oversee multi-channel support operations including ticketing systems, email, phone, portals, and service desks

• Monitor and support adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)

• Coordinate with development, infrastructure, and cybersecurity teams to ensure timely issue resolution and service continuity

• Support incident management, problem management, and root cause analysis activities

• Ensure compliance with IT service management processes and operational standards

• Prepare operational reports, dashboards, and summaries related to support performance and service quality

• Identify improvement opportunities to enhance support workflows and user experience

🎯 Required Experience & Qualifications

• 4–7 years of relevant experience in technical support operations for digital platforms and electronic services

• Proven experience supervising or leading technical support teams

• Strong background in handling multi-channel support environments

• Experience working with SLAs, KPIs, and service performance monitoring

• Familiarity with IT Service Management (ITSM) frameworks (e.g., ITIL or similar)

• Experience working with government, semi-government, or large enterprise digital platforms is highly preferred

• Strong communication, documentation, and stakeholder coordination skills

• Ability to manage priorities effectively in a fast-paced environment