Senior Service Desk Lead, Education IT Operations

Tocumulus Technology Solutions LLP

Dubai

On-site

AED 300,000 - 600,000

Full time

14 days+

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Job summary

Tocumulus Technology Solutions LLP seeks an experienced Service Desk Leader to own performance, quality, and the operating model across multiple locations in the UAE. You will line-manage a 20-person desk and drive staffing, knowledge management, and escalation processes.

The role requires 8–10 years in service desk leadership, ITIL Intermediate, and strong analytics. Arabic is advantageous. A high-volume IT environment and education-sector experience are valued assets.

Qualifications

Experience leading service desks with 20+ agents in high-volume environments.
Experience with education-sector IT environments is a strong advantage.
Bachelor's degree in IT or related field; ITIL Intermediate required.
Arabic language capability is a significant advantage given bilingual users.

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 peak periods.
Line-manage Supervisors, Senior Agents, Tier 1 Analysts and Tier 1.5 Remote Resolution Analysts.
Own knowledge management lifecycle and drive shift-left initiatives 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.