Senior Service Desk Supervisor (Arabic/English)

OmniHire; Dubai; On-site; AED 150,000 - 210,000; Full time

Job summary

OmniHire seeks an experienced IT Service Desk Lead to manage real-time floor operations, coach analysts, and coordinate incident escalation in a high-volume environment.

The role requires 5–8 years of IT service desk experience, strong Windows/M365/AD skills, and ITIL certification. Arabic language capability is a plus, with availability for outside-core-hour escalations in UAE. UAE-based applicants preferred.

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 to ensure service levels.
• Provide first- and second-line technical support for complex, 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 escalate potential major incidents, supporting impact assessment and Major Incident Management activities.

Skills

Windows 10/11

Microsoft 365

Exchange Online

Active Directory

ITSM platforms

PowerShell

Knowledge management

Coaching & mentoring

Queue management

Analytical thinking

Education

Bachelor’s degree in IT/CS

ITIL Foundation

Microsoft certification (MD-102/MS-900)

HDI Support Centre Team Lead (advantage)

Tools

Remote support tools

Endpoint management tools

Job description

OmniHire seeks an experienced IT Service Desk Lead to manage real-time floor operations, coach analysts, and coordinate incident escalation in a high-volume environment.

The role requires 5–8 years of IT service desk experience, strong Windows/M365/AD skills, and ITIL certification. Arabic language capability is a plus, with availability for outside-core-hour escalations in UAE. UAE-based applicants preferred.