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 daily operations, train staff, and ensure accurate data capture for maintenance work orders within 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, and relay work‑order status to management.
• Set priorities, plan tasks, and oversee day‑to‑day operations, including rotational shifts.
• 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 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 role and three years in related supervisory functions.

Required skills

• Proficiency with Computer Maintenance Management Systems (CMMS).

What we offer

• Opportunity to gain supervisory experience in a dynamic, mission‑critical environment.
• Rotational shift schedule with potential for location changes per mission requirements.