Position Summary

As a Supervisor, IT Help Desk, you will lead and mentor the IT Help Desk team, serving as the escalation point for complex technical issues and ensuring the delivery of high-quality support services to internal employees. You will be responsible for team performance, staffing, process improvement, and cross-functional collaboration with Systems Administrators and IT leadership. This role is ideal for an experienced IT professional who is passionate about people management, operational excellence, and creating a service-first support culture.

What You’ll Do

Team Leadership & Management

• Supervise, coach, and mentor a team of Tier I and II IT Support Technicians, fostering a collaborative and high-performance culture.
• Conduct regular one-on-ones, performance reviews, and development conversations with team members.
• Manage scheduling and staffing to ensure adequate coverage and support for business operations.
• Onboard and train new help desk technicians, ensuring alignment with established procedures and quality standards.
• Identify skills gaps and coordinate training opportunities to support team growth and career development.

Escalation & Technical Support

• Serve as the primary escalation point for complex or high-priority issues that exceed Tier I and II scope.
• Collaborate with Systems Administrators and IT leadership to resolve escalated tickets in a timely manner.
• Maintain hands-on technical proficiency in areas including Microsoft 365, Entra ID (Azure AD), endpoint management, and network troubleshooting.
• Step in to provide direct end-user support during peak demand or staffing gaps as needed.

Ticket & Queue Management

• Monitor the ticketing queue to ensure tickets are correctly prioritized, assigned, and resolved within SLA targets.
• Analyze ticket trends and recurring issues to identify opportunities for proactive resolution or process improvement.
• Generate and review weekly/monthly reports on team performance, ticket volume, SLA compliance, and customer satisfaction.
• Define and enforce ticketing standards, ensuring complete and accurate documentation of all support interactions.

Process Improvement & Documentation

• Develop and maintain IT procedures, runbooks, and knowledge base articles to improve team efficiency and consistency.
• Identify opportunities to automate or streamline repetitive support tasks.
• Establish and refine escalation paths, workflows, and service delivery standards.
• Ensure the team knowledge base is current, accurate, and consistently used across the team.

Cross-Functional Collaboration

• Partner with Systems Administrators and IT management on projects, infrastructure changes, and planned maintenance.
• Communicate upcoming changes, outages, or IT initiatives to end users with appropriate advance notice.
• Represent the help desk in IT team meetings and contribute to strategic planning discussions.
• Gather and relay user feedback to drive continuous improvement in IT services.

Equipment & Asset Management

• Oversee the team’s management of hardware inventory, equipment deployments, and onboarding/offboarding processes.
• Ensure accurate tracking of IT assets and enforce asset management policies and procedures.
• Coordinate equipment procurement requests and work with vendors or procurement teams as needed.

What You Should Have

Qualifications

• 4+ years of experience in IT support or help desk roles, with at least 1–2 years in a lead or supervisory capacity.
• Solid working knowledge of Windows operating systems, Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), and Entra ID (Azure AD).
• Demonstrated experience managing or mentoring a team in a technical support environment.
• Strong understanding of ITSM principles, including ticketing, SLA management, and escalation workflows.
• Excellent interpersonal and communication skills – able to engage effectively with both technical staff and non-technical end users.
• Ability to analyze support data and metrics to drive decision-making and continuous improvement.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Customer-focused mindset with a commitment to service quality and user satisfaction.

Preferred Qualifications

• CompTIA A+ or Network+ certification
• Microsoft 365 Certified: Administrator Expert or similar Microsoft certification
• ITIL Foundation certification
• Experience with enterprise ticketing platforms (ServiceNow, Jira Service Desk, Zendesk, etc.)
• Familiarity with endpoint management tools (Microsoft Intune, SCCM, or similar)
• Experience developing or delivering IT training for end users or junior staff
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field

Who We Are

KitchenPark helps restaurateurs around the world succeed in online food delivery - our goal is to make food more affordable, higher quality, and convenient for everyone

We take underutilized properties and transform them into smart kitchens so they can better serve restaurateurs, customers, and the neighborhoods they’re in. Every time we launch a new facility we create jobs in that neighborhood, and we’re proud to provide a wide range of cuisines and options for healthy food at an affordable price.

We're changing the game for restaurateurs whether they’re entrepreneurs opening their first restaurant through to your favorite global quick-service restaurant chains. As a Recruiter, you’ll play a crucial role in scaling our Go-to-Market teams, ensuring we attract, engage, and hire top talent.

What you’ll do

As a Go-To-Market Recruiter, you’ll play a pivotal role in scaling the business teams that power our regional growth. From Sales, Marketing, and Finance to Operations, Legal, and People; you’ll ensure we hire world-class talent across our Corporate & GTM functions.

Key Responsibilities:

• Own the end-to-end recruitment cycle for Junior-to-Mid level roles throughout the GCC, including Sales, Customer Success and Operations
• Partner with business leaders to align hiring strategies with company objectives.
• High volume recruitment throughout the GCC region that align with KitchenPark job profiles.
• Implement creative talent strategies to build strong pipelines and fill hiring gaps efficiently.
• Leverage data-driven insights to optimize recruiting tactics and enhance hiring success.
• Build and maintain strong relationships with hiring managers, ensuring a seamless hiring experience.
  
  

What we’re looking for

• 1-2 years of recruiting experience, in high-volume roles (ideally from an agency point of view) 
• Proven track record managing complex, high-impact searches across multiple functions or geographies.
• A master relationship builder who thrives in a fast-paced, high-growth environment.
• A skilled negotiator with a strong ability to influence stakeholders.
• Excellent communication skills—whether pitching top talent or managing hiring manager expectations.
• A strategic problem-solver who can adapt quickly and think creatively.
• Bi-Lingual communicator - English and Arabic is essential
• A customer-oriented mindset, ensuring both candidates and hiring managers have a top-notch experience.

Why Join Us

Massive Growth Opportunity: You’ll shape the teams driving KitchenPark’s next phase of expansion across global markets and business lines.

High-Impact Role: Influence how we scale our corporate and GTM functions to support rapid growth and operational excellence.

Collaborative Culture: Work alongside exceptional peers who embody hustle, resilience, and a shared mission to redefine the food delivery landscape.

What Else You Need To Know

This role is based in our Shared Service Centre in Amman, Jordan, 5 days a week. We believe the best work happens in person—especially when building the infrastructure that powers a trillion-dollar global industry. In-office collaboration accelerates problem-solving, alignment, and innovation.

Who We Are

KitchenPark helps restaurateurs worldwide succeed in online food delivery - our goal is to make food more affordable, higher quality, and convenient for everyone.

We take underutilized properties and transform them into smart kitchens so they can better serve restaurateurs, customers, and the neighborhoods they’re in. Every time we launch a new facility we create jobs in that neighborhood, and we’re proud to provide a wide range of cuisines and options for healthy food at an affordable price.

We're changing the game for restaurateurs whether they’re entrepreneurs opening their first restaurant all the way through to your favorite global quick-service restaurant chains.

About The Role 

We are seeking a highly motivated and experienced Sales Operations Associate to support and enable Sales teams across the region, ensuring they operate efficiently, accurately and at scale. This individual will oversee day-to-day sales processes, maintain data integrity across Salesforce and other operational tools, prepare performance and productivity reports, and ensure seamless coordination between cross-functional teams. 

The Sales Operations Associate will play a pivotal role in monitoring sales team performance against required standards and supporting continuous improvement. With the guidance and collaboration of the Revenue Operations team, this individual will introduce new methods, streamline workflows, and enhance existing processes to elevate overall sales effectiveness. 

This role requires close partnership with Revenue Operations, Sales, Finance and HR teams to design, implement, and maintain tools and processes that align with organizational goals and drive operational excellence. 

The ideal candidate is detail-oriented, analytical, and proactive, with a strong ability to optimize workflows, solve operational bottlenecks, and improve the entire sales execution cycle. 

What You Will Do

• Build, maintain, and update commission models, and ensure the accurate and timely calculation, management, and reporting of sales commissions across the Middle East. 
• Clean, maintain, and validate Salesforce data to ensure accuracy and reliability.
• Support the creation, optimization, and documentation of sales workflows & standard operating procedures (SOPs). 
• Oversee inbound lead routing, deal stage progression, and handoffs to ensure smooth execution and quick issue resolution. 
• Support the configuration and troubleshooting of sales tools across the tech stack. 
• Work closely with Sales, Finance, and HR Teams to understand requirements, develop necessary tools, and ensure alignment with overall business strategies. Act as a liaison between departments to resolve discrepancies and ensure accurate data flow. 
• Conduct regular audits of sales processes to ensure they are efficient, cost-effective, and aligned with internal policies and external compliance requirements. Identify gaps that impact productivity or revenue, address discrepancies proactively, and recommend strategic improvements that help sales teams sell more effectively. 
• Support the Sales team in generating monthly reports and administrative tasks as required by the business unit or specific projects. Ensure timely submission of all reports and maintain organized documentation. 
• Actively contribute to strategic discussions around sales performance metrics, compensation structures, and their impact on the business. 
• Prepare detailed performance reports, pipeline summaries and dashboards for leadership review. 
• Track sales performance against targets and highlight variances or areas requiring attention. 
• Collaborate with the systems team to ensure accurate data tracking and integration.
• Provide ad-hoc analyses and recommendations to support business decisions. 

What We Are Looking For

• 1-3 years of experience as a Sales Operations Associate
• Familiarity with Salesforce for data management and integration (requirement). 
• Strong analytical and problem-solving skills with an eye for detail, ensuring accuracy in development, reports and calculations. 
• Advanced proficiency in data tools like Excel, Google Sheets, and other analytical platforms. 
• Excellent verbal and written English (Fluent) and Arabic (Native) communication skills to convey complex data insights effectively.
• Ability to work cross-functionally, manage multiple priorities, and operate independently. 
• Foundational knowledge of sales strategies and how they align with broader business goals. 
• Knowledge of Sales Tech Stack tools (e.g., HubSpot). 
• SQL knowledge for querying and validating data. 
• Experience with data visualization tools like Power BI or Tableau to create impactful dashboards. 

What Else You Need To Know

This role is based in our Amman office. We believe that people do their best work when they are together. As a company, we’re in the marketplace of ideas and innovation. When you’re constantly innovating, changing how an industry works, inventing new products and processes - and we are doing all these things - we believe we’re better as a team in person. That’s why all of our teams (except for our field-based roles) work from one of our office locations 5 days a week. Looking forward to sharing more about a Career of Substance at KitchenPark.

Ready to join us as we serve those who serve others?