Service Desk Lead

About the role

The Service Desk Lead supports the Service Desk Supervisor in managing a walk‑in and call‑in Work Order Reception Desk in Kuwait. This position offers the chance to supervise, coordinate, and oversee daily Service Order Reception Center operations while ensuring accurate data capture in the CMMS.

Key responsibilities

• Provide training and guidance to Service Desk Seniors and Technicians.
• Deliver excellent customer service via phone, email, and face‑to‑face interactions.
• Enforce compliance with PWS, SOPs, PIOPS, and IOPS.
• Maintain reliability, completeness, and accuracy of the CMMS database.
• Prepare CDRLs and special reports; monitor work‑order status for management reporting.
• Set priorities, plan and organize tasks, and manage rotational shift schedules.
• Act as Service Desk Supervisor during their absence and perform administrative duties.

Required profile

• High School Diploma or equivalent; some college coursework in business preferred.
• Ability to obtain an Installation Access Card (IAC) and a U.S. Government driver’s license.
• At least five years of direct customer service communication experience.
• Approximately two years in a Service Desk or Customer Service environment.
• Approximately three years of related experience in maintenance or work‑order management.

Required skills

• Proficiency with a Computer Maintenance Management System (CMMS).

What we offer

• Opportunity to develop supervisory and operational leadership skills.
• Exposure to a dynamic, mission‑critical environment.