Service Desk Lead

Theomnihire; Dubai; On-site; AED 240,000 - 360,000; Full time

Job summary

Theomnihire in Dubai seeks a seasoned Service Desk Lead to own the performance, quality and operating model across 573 locations, and to line-manage the 20-person desk team.

You will own SLA/KPI performance, staffing forecasts, knowledge management, escalation handling and monthly governance reporting, while driving the shift-left agenda and improvements in first contact resolution and customer experience.

Qualifications

• Bachelor's degree in IT or related field.
• ITIL Intermediate minimum.
• HDI or COPC certification advantageous.

Responsibilities

• Own service desk SLA and KPI performance across a high-volume desk.
• Design and maintain operating model, shift patterns and staffing.
• Line-manage Supervisors, Senior Agents and Tier 1 Analysts.
• Own knowledge management lifecycle and shift-left initiatives.
• Manage call quality assurance and coaching framework.
• Configure telephony, ACD and ITSM platforms for desk.
• Oversee recruitment, induction and training pathways.
• Report service desk performance in monthly governance.
• Act as escalation point for complex user issues.

Skills

Service desk leadership

Workforce management

Forecasting & scheduling

ITSM administration

Telephone/ACD platform administration

Knowledge management

Shift-left methodology

Quality assurance & coaching

Analytics & performance reporting

Education

Bachelor's degree in IT or related field

ITIL Intermediate

HDI or COPC certification advantageous

Job description

Dubai, United Arab Emirates | Posted on 09/08/2026

Languages

English essential; Arabic strongly advantageous

Location

UAE

Role Purpose

Own the performance, quality and operating model of the service desksupporting users across 573 locations, and line-manage the 20-person deskorganization.

Key Responsibilities

• Own service desk SLA and KPI performance -answer rate, abandonment rate, first contact resolution, average handling timeand CSAT.
• Design and maintain the operating model, shiftpatterns and forecast-based staffing across term time, holidays and examinationpeaks.
• Line-manage Supervisors, Senior Agents, Tier 1Analysts and Tier 1.5 Remote Resolution Analysts.
• Own the knowledge management lifecycle and drivethe shift-left agenda to reduce field dispatch.
• Own the call quality assurance and coachingframework.
• Manage telephony, ACD and ITSM platformconfiguration for the desk.
• Own recruitment, induction and training pathwaysfor the desk.
• Report service desk performance into the monthlygovernance cycle and lead improvement actions.
• Act as escalation point for complex or sensitiveuser issues routed to the desk.

Requirements

Required Technical Skills

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

Qualifications & Certifications

• Bachelor's degree in IT or a related discipline.
• ITIL Intermediate minimum.
• HDI or COPC certification advantageous

Education Sector Experience

• Prior experience supporting schools, universities,colleges, or other education-sector IT environments is a strong advantage.
• Familiarity with academic-calendar-driven service demand,examination periods, classroom technology, computer labs, and safeguardingrequirements will be considered favorably.

Other Requirements

• Arabic language capability is a significant advantage given the bilingual user base.
• Availability for escalation outside core hours
• Clean police clearance and security vetting.