Senior Service Desk Lead – ITIL & VIP Support (Arabic)

TOCUMULUS; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

TOCUMULUS is seeking an experienced IT Service Desk Lead to manage real-time floor operations, provide first- and second-line support, and mentor Tier 1 analysts. The role requires bilingual English/Arabic, proficiency in Windows, Microsoft 365, AD, and ITSM platforms, plus strong coaching and QA capabilities.

Ideal candidates will have 5–8 years in IT service delivery, ITIL/HDI certifications, and experience in education or secure environments.

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.
• Act as the technical escalation point for Tier 1 Analysts, mentoring and guiding during coverage gaps.
• Conduct call and ticket quality reviews to ensure QA standards and diagnostic completeness.
• Provide coaching, mentoring, and performance feedback based on quality metrics.
• Manage shift rosters, attendance coverage, holiday planning and daily resource allocation.
• Support onboarding, induction, and ongoing technical training for analysts.
• Identify and triage potential major incidents and assist with Major Incident Management.
• Maintain and improve knowledge articles and monitor usage for gaps or recurring issues.
• Identify recurring issues and raise them with Problem Management for investigation.
• Prepare shift handover reports and daily performance summaries for management visibility.
• Serve as a technical reference on the service desk to improve service quality and efficiency.

Skills

Windows 10/11

Microsoft 365

Exchange Online

Active Directory

Enterprise endpoints

Networking basics

TCP/IP

DNS

DHCP

VPN

Wi‑Fi

ITSM platforms

PowerShell

Knowledge management

Documentation

Team supervision

Queue management

Coaching & mentoring

Analytical problem-solving

Education

Bachelor’s degree or diploma in IT/CS

ITIL Foundation certification

Microsoft certification (MD-102, MS-900)

HDI Support Centre Team Lead certification

Job description

TOCUMULUS is seeking an experienced IT Service Desk Lead to manage real-time floor operations, provide first- and second-line support, and mentor Tier 1 analysts. The role requires bilingual English/Arabic, proficiency in Windows, Microsoft 365, AD, and ITSM platforms, plus strong coaching and QA capabilities.

Ideal candidates will have 5–8 years in IT service delivery, ITIL/HDI certifications, and experience in education or secure environments.