Service Desk Lead
Temporary
Theomnihire
Experience: 8–10 Years
Reports To: Service Delivery Manager
Languages: English essential; Arabic strongly advantageous
Location: UAE
Role Purpose:
Own the performance, quality and operating model of the service desk supporting users across 573 locations, and line-manage the 20-person desk organization.
Key Responsibilities:
- Own service desk SLA and KPI performance - answer rate, abandonment rate, first contact resolution, average handling time and CSAT.
- Design and maintain the operating model, shift patterns and forecast-based staffing across term time, holidays and examination peaks.
- Line-manage Supervisors, Senior Agents, Tier 1 Analysts and Tier 1.5 Remote Resolution Analysts.
- Own the knowledge management lifecycle and drive the shift-left agenda to reduce field dispatch.
- Own the call quality assurance and coaching framework.
- Manage telephony, ACD and ITSM platform configuration for the desk.
- Own recruitment, induction and training pathways for the desk.
- Report service desk performance into the monthly governance cycle and lead improvement actions.
- Act as escalation point for complex or sensitive user issues routed to the desk.
Requirements
Required Technical Skills:
- Proven service desk leadership at scale - 20+ agents in a high-volume environment.
- Workforce management, forecasting and scheduling.
- ITSM and telephony/ACD platform administration.
- Knowledge management and shift-left methodology
- Quality assurance frameworks and coaching.
- Strong analytics and performance reporting
Qualifications & Certifications:
- Bachelor's degree in IT or a related discipline.
- ITIL Intermediate minimum.
- HDI or COPC certification advantageous
Education Sector Experience
- Prior experience supporting schools, universities, colleges, or other education-sector IT environments is a strong advantage.
- Familiarity with academic-calendar-driven service demand, examination periods, classroom technology, computer labs, and safeguarding requirements will be considered favorably.
Other Requirements
- Arabic language capability is a significant advantage given the bilingual user base.
- Availability for escalation outside core hours
- Clean police clearance and security vetting. Service Desk Lead
Vacancy posted 2 days ago
Similar jobs that could be interesting for youBased on the Service Desk Lead in Chennai vacancy
- ...flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and...SuggestedWork at officeLocal areaFlexible hours
- Predictive Analytics Lead Start Date Starts Immediately CTC (ANNUAL) Competitive salary Competitive salary Experience...SuggestedFull timeImmediate start
- ...0 countries and territories, UPS is committed to moving our world forward by delivering what matters. Beginning as a small messenger service started by enterprising teenagers and a $100 loan, UPS and its more than 500,000 UPSers around the globe are a transportation and logistics...SuggestedLong term contractContract workLocal areaImmediate start
- Area Service Manager, Chennai Start Date Starts Immediately... ...Be an early applicant About the job Electrolux Group is a leading global appliance company that has shaped living for the better for...SuggestedLong term contractTemporary workImmediate start
- ...combining the expertise and flexibility of a manufacturer with the service and product range of a distributor. As a global market leader in... ...targets. The ideal candidate will be responsible for generating leads, managing existing customer accounts, conducting product presentations...SuggestedFull timeImmediate startWork from home
- ...Identify cross-sell and upsell opportunities within key accounts. Collaborate with business development, marketing & customer service teams to expand the company's presence within these accounts. Pivot to new business models to grow recurring business from key accounts...Contract workImmediate start
- ...MARKETING Location: MGR University, Maduravoyal, Chennai Aviation Department Salary: 13,000 18,000 Roles: Telecaller: Call leads, explain aviation courses, follow up with students/parents, and support admissions. Marketing: Promote aviation courses, generate...Immediate start
- ...Clothing is a Chennai-based apparel manufacturing powerhouse with over 50 years of deep expertise in precision garment manufacturing for leading European and American brands. Recognized for quality, consistency, and product excellence, Evolv specializes in value-added apparel...Immediate start
- ...opportunity, shaping the solution and commercial construct with delivery, leading the proposal, and carrying the pitch in front of CIO and CTO-... ...success is the pipeline you help create and qualify across our service lines, the proposals you lead, and the deals that close. You...Immediate start
- ...new business opportunities through prospecting, cold calling, referrals, digital platforms and customer visits. Generate qualified leads within manufacturing, warehousing and logistics industries. Build and maintain a healthy sales pipeline. Develop relationships with...Full timeImmediate start
- ...customer-focused professional with experience in logistics, supply chain or freight forwarding to play a key role in delivering exceptional service to our customers. As a Customer Experience Agent, you will be responsible for managing customer enquiries, resolving issues...Immediate startShift work
Rs 2.04 - 2.64 lakhs p.a.
...proven record of achieving targets. Experience selling digital marketing, advertising, media, technology or professional services is preferred. Excellent communication, presentation and negotiation skills. Strong understanding of...Immediate startRs 2.16 - 4.8 lakhs p.a.
...job Key responsibilities: 1. Promote and sell premium 3d sculptures and custom art displays. 2. Identify new markets, generate leads, and pursue client opportunities. 3. Meet clients, understand their requirements, and present suitable solutions. 4. Maintain strong...Long term contractImmediate startRs 4.9 - 6 lakhs p.a.
Actively hiring Junior Sales Executive Start Date Starts Immediately CTC (ANNUAL) ₹ 4,90,000 - 6,00,000 ₹ 4,90,000 - 6,00,000 /year ...Immediate start- Responsibilities & Key Deliverables To have fair knowledge on power train system including the base knowledge of electric vehicle and associated systems like electrical vehicle supply equipement (EVSE), Wall box chargers (WBC). To review the circuit for EVSE, WBC and ...
Rs 3 - 4 lakhs p.a.
Customer Service Manager Start Date Starts Immediately... ...an early applicant About the job Key Responsibilities: 1. Lead and manage a team of collection executives. 2. Handle Telugu write...Full timeImmediate start- ...Manage the end-to-end B2B sales cycle , from initial prospect engagement through deal closure. Qualify and follow up on inbound leads to identify high-potential sales opportunities. Conduct outbound prospecting through email, LinkedIn, calls, networking, and other...Long term contractFull time
- ...is an application implementation delivery role - the person will lead product configuration, rollout, and go-live delivery for insurance... ...- ITIL 4 Foundation / Managing Professional - Preferred for service management, incident, problem, change, and governance experience-...Full time
- Job Description :We are looking for a Lead QA Engineer with strong experience in BFSI/banking applications, QA strategy, test automation, and end-to-end testing. The role will lead QA activities, drive quality engineering practices, and manage testing teams across complex applications...
- Job Description :We are looking for a Lead Platform Architect with strong experience in enterprise platform architecture, cloud-native technologies, and large-scale technology transformation. The role involves designing secure, scalable, resilient platforms across AWS/GCP, driving...
- Job Description :We are looking for a Lead Production Operations Engineer to lead the reliability, availability, security, and performance... ..., and operational management.- Manage application incidents, service requests, problems, and major incidents, ensuring timely resolution...
- ..., and IT leadership.- Conduct Steering Committee meetings, QBRs, service reviews, and project governance meetings.- Build strong client relationships... ..., service optimization, and continuous improvement initiatives.- Lead JDE implementation, upgrade, migration, modernization, and...Contract workImmediate start
- ...for a highly skilled and collaborative ServiceNow CSM Developer Lead with 6 - 9 years of IT development experience. In this role, you... ...configurations and customizations within the ServiceNow Customer Service Management (CSM) module.You will blend technical execution with team...
- ...TMF Lead ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development....Remote jobFlexible hours
- ...Position has responsibility for supervising and coordinating activities of employees delivering spa services, including salon, skin care, program coordination, reservations, reception desk, massage and locker room areas. Position focuses on ensuring guest and employee satisfaction...Full timeLocal area
Rs 3 - 4 lakhs p.a.
...attend site visits with clients. 5. Provide complete and updated project information at every stage. 6. Deliver excellent customer service and drive higher conversion rates. 7. Stay informed about market trends, new launches, and competitor activities. 8. Keep an...Immediate startRs 15000 - Rs 16000 per month
...' 26 Posted 1 day ago Fresher Job Be an early applicant About the job Key responsibilities: 1. Coordinate with Elpido service partners on a daily basis. 2. Monitor partner availability, punctuality, attendance, and service quality. 3. Ensure customer bookings...Immediate startRs 2.5 - 3.5 lakhs p.a.
Telecaller Start Date Starts Immediately CTC (ANNUAL) ₹ 2,50,000 - 3,50,000 ₹ 2,50,000 - 3,50,000 /year Experience...Immediate start- ...Experience: 1–3 Years Reports To: Service Desk Supervisor Languages: English/Arabic – Both Required Location: UAE Role Summary: Act as the first point of contact for all users across the 573-location estate, logging, triaging and resolving...Contract workImmediate startRemote job
- Role Overview:We are looking for a hands-on C++ Lead with strong experience in the automotive domain, specifically ADAS and infotainment systems. You will lead a team of 4-5 members and drive technical excellence.What you will do:- Lead a team of 4-5 software engineers in a...
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to Service Desk Lead. Be the first to apply!
