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 a month ago
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