Service Desk Lead

Theomnihire; Dubai; On-site; AED 120,000 - 150,000; Full time

Job summary

Theomnihire seeks a senior Service Desk Leader in Dubai to own the performance, quality and operating model of a large desk serving 573 locations. You will line-manage a 20-person team and set shift patterns, with forecast-based staffing for term time and exam peaks.

Responsibilities include knowledge management, shift-left initiatives, QA coaching, and governance reporting. Strong ITSM and Arabic language capability are advantageous.

Qualifications

• Proven service desk leadership at scale with 20+ agents in a high‑volume environment.
• Experience with workforce forecasting, scheduling and real-time analytics.
• Experience in ITSM and telephony/ACD platform administration.
• Knowledge management lifecycle ownership and shift-left initiatives.
• Experience with QA frameworks and coaching of teams.
• Strong analytics and governance reporting skills.

Responsibilities

• Own service desk SLA and KPI performance metrics (answer rate, abandonment, FCR, AHT, CSAT).
• Design and maintain operating model, shift patterns and staffing forecasts across term time, holidays and exam peaks.
• Line-manage Supervisors, Senior Agents and Tier 1 Analysts.
• Lead knowledge management and shift-left initiatives to reduce field dispatch.
• Oversee call quality assurance framework and coaching programs.
• Manage telephony, ACD and ITSM platform configurations for the desk.
• Drive recruitment, induction and training pathways for the desk.
• Report service desk performance in monthly governance cycles and drive improvements.
• Act as escalation point for complex or sensitive user issues.

Skills

Service desk leadership

Workforce management

ITSM administration

Knowledge management

Quality assurance

Analytics reporting

Education

Bachelor's degree in IT

ITIL Intermediate

HDI/COPC certification

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.