Bilingual Service Desk Supervisor - Real-Time IT Support

Theomnihire; Dubai; On-site; AED 140,000 - 210,000; Full time

Job summary

Theomnihire in Dubai, United Arab Emirates, is seeking a Service Desk Lead to manage real-time floor operations, provide first- and second-line technical support, and mentor analysts to ensure high-quality service delivery.

Ideal candidates will have ITIL, Microsoft 365, Active Directory, and network troubleshooting experience, with bilingual English/Arabic being a strong plus; the role requires shift coordination and incident management in a high-volume environment.

Qualifications

• Bachelor’s degree or diploma in IT, Computer Science, or a related discipline.
• ITIL Foundation certification is required.
• Microsoft certification such as MD-102, MS-900, or equivalent is preferred.
• HDI Support Centre Team Lead certification is advantageous.

Responsibilities

• Manage real-time floor operations, including queue adherence, workload balancing, break scheduling, and escalation management.
• Provide first- and second-line technical support for complex, sensitive, VIP, and high-profile contacts, driving issues toward first-contact resolution.
• Act as the technical escalation point for Tier 1 Analysts, providing floor-level guidance, mentoring, and support during periods without Supervisor coverage.
• Conduct call and ticket quality reviews, ensuring adherence to QA standards, diagnostic completeness, and effective customer handling.
• Provide structured coaching, mentoring, and performance feedback to analysts based on quality and operational metrics.
• Manage shift rosters, attendance/absence coverage, holiday planning, and daily resource allocation to maintain adequate service coverage.
• Support onboarding, induction, knowledge transfer, and ongoing technical training for new and existing analysts.
• Identify, triage, and promptly escape potential major incidents, supporting impact assessment, information gathering, and Major Incident Management activities.

Job description

Theomnihire in Dubai, United Arab Emirates, is seeking a Service Desk Lead to manage real-time floor operations, provide first- and second-line technical support, and mentor analysts to ensure high-quality service delivery.

Ideal candidates will have ITIL, Microsoft 365, Active Directory, and network troubleshooting experience, with bilingual English/Arabic being a strong plus; the role requires shift coordination and incident management in a high-volume environment.