Service Desk Lead

Client of Exceed IT Services; Abu Dhabi; On-site; AED 120,000 - 180,000; Full time

Job summary

Client of Exceed IT Services in Abu Dhabi seeks an experienced head of service desk to own performance, staffing models and governance for a 20-seat desk across 573 locations. You will line-manage Supervisors, Senior Agents, and Tier 1/1.5 responders, while driving knowledge management and shift-left initiatives.

The role emphasizes SLA/KPI ownership, call quality coaching, and performance reporting to drive improvements in a high-volume environment, with escalation duties for complex issues.

Qualifications

• Experience leading a large service desk.
• Proven capacity to scale support teams.
• Strong data-driven mindset.

Responsibilities

• Own service desk SLA and KPI performance - answer rate, abandonment rate, first contact resolution, average handling time and CSAT.
• Design operating model, shift patterns and forecast-based staffing across term time, holidays and examination peaks.
• Line-manage Supervisors, Senior Agents, Tier 1 Analysts and Tier 1.5 Remote Resolution Analysts.
• Own the knowledge management lifecycle and drive the shift-left agenda 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 routed to the desk.

Skills

Service desk leadership

Forecasting

Scheduling

ITSM administration

ACD/Telephony

Knowledge management

Quality assurance

Analytics & reporting

Job description

Own the performance quality and operating model of the service desk supporting users across 573 locations and line-manage the 20-person desk organisation

KEY 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 term time, holidays and examination peaks
• Line-manage Supervisors, Senior Agents, Tier 1 Analysts and Tier 1.5 Remote Resolution Analysts
• Own the knowledge management lifecycle and drive the shift-left agenda 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 routed to the desk

KEY 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 term time, holidays and examination peaks
• Line-manage Supervisors Senior Agents Tier 1 Analysts and Tier 1 5 Remote Resolution Analysts
• Own the knowledge management lifecycle and drive the shift-left agenda 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 routed to the desk

REQUIRED TECHNICAL SKILLS

• Proven service desk leadership at scale - 20 agents in a high-volume environment
• Workforce management, forecasting and scheduling
• ITSM and telephony ACD platform administration
• Knowledge management and shift-left methodology
• Quality assurance frameworks and coaching
• Strong analytics and performance reporting

REQUIRED TECHNICAL SKILLS

• Proven service desk leadership at scale - 20+ agents in a high-volume environment
• Workforce management, forecasting and scheduling.
• ITSM and telephony/ACD platform administration.
• Knowledge management and shift-left methodology.
• Quality assurance frameworks and coaching.
• Strong analytics and performance reporting.