Education IT Service Desk Lead | Scale & Optimize Support

Theomnihire; Dubai; On-site; AED 120,000 - 150,000; Full time

Job summary

Theomnihire seeks a senior Service Desk Leader in Dubai to own the performance, quality and operating model of a large desk serving 573 locations. You will line-manage a 20-person team and set shift patterns, with forecast-based staffing for term time and exam peaks.

Responsibilities include knowledge management, shift-left initiatives, QA coaching, and governance reporting. Strong ITSM and Arabic language capability are advantageous.

Qualifications

• Proven service desk leadership at scale with 20+ agents in a high‑volume environment.
• Experience with workforce forecasting, scheduling and real-time analytics.
• Experience in ITSM and telephony/ACD platform administration.
• Knowledge management lifecycle ownership and shift-left initiatives.
• Experience with QA frameworks and coaching of teams.
• Strong analytics and governance reporting skills.

Responsibilities

• Own service desk SLA and KPI performance metrics (answer rate, abandonment, FCR, AHT, CSAT).
• Design and maintain operating model, shift patterns and staffing forecasts across term time, holidays and exam peaks.
• Line-manage Supervisors, Senior Agents and Tier 1 Analysts.
• Lead knowledge management and shift-left initiatives to reduce field dispatch.
• Oversee call quality assurance framework and coaching programs.
• Manage telephony, ACD and ITSM platform configurations for the desk.
• Drive recruitment, induction and training pathways for the desk.
• Report service desk performance in monthly governance cycles and drive improvements.
• Act as escalation point for complex or sensitive user issues.

Skills

Service desk leadership

Workforce management

ITSM administration

Knowledge management

Quality assurance

Analytics reporting

Education

Bachelor's degree in IT

ITIL Intermediate

HDI/COPC certification

Job description

Theomnihire seeks a senior Service Desk Leader in Dubai to own the performance, quality and operating model of a large desk serving 573 locations. You will line-manage a 20-person team and set shift patterns, with forecast-based staffing for term time and exam peaks.

Responsibilities include knowledge management, shift-left initiatives, QA coaching, and governance reporting. Strong ITSM and Arabic language capability are advantageous.