Requirements
Proven service desk leadership at scale (20+ agents in a high-volume environment) with experience in workforce management, ITSM and telephony/ACD platform administration, knowledge management, shift-left methodology, quality assurance frameworks, coaching, analytics, and performance reporting. A Bachelor's degree in IT or a related discipline and ITIL Intermediate certification are required. Experience in the education sector and Arabic language capability are advantageous.
Description
Experience: 8–10 YearsReports To: Service Delivery ManagerLanguages: English essential; Arabic strongly advantageousLocation: UAERole 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.RequirementsRequired 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 ExperiencePrior 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 RequirementsArabic language capability is a significant advantage given the bilingual user base. Availability for escalation outside core hours Clean police clearance and security vetting.