Service Desk Lead

Tocumulus Technology Solutions LLP; Dubai; On-site; AED 300,000 - 600,000; Full time

Job summary

Tocumulus Technology Solutions LLP seeks an experienced Service Desk Leader to own performance, quality, and the operating model across multiple locations in the UAE. You will line-manage a 20-person desk and drive staffing, knowledge management, and escalation processes.

The role requires 8–10 years in service desk leadership, ITIL Intermediate, and strong analytics. Arabic is advantageous. A high-volume IT environment and education-sector experience are valued assets.

Qualifications

• Experience leading service desks with 20+ agents in high-volume environments.
• Experience with education-sector IT environments is a strong advantage.
• Bachelor's degree in IT or related field; ITIL Intermediate required.
• Arabic language capability is a significant advantage given bilingual users.

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 peak periods.
• Line-manage Supervisors, Senior Agents, Tier 1 Analysts and Tier 1.5 Remote Resolution Analysts.
• Own knowledge management lifecycle and drive shift-left initiatives 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.

Skills

Service desk leadership

Workforce management

ITSM administration

Knowledge management

Quality assurance

Analytics & reporting

Education

Bachelor's degree in IT

ITIL Intermediate

HDI or COPC certification advantageous

Tools

ITSM platforms

Telephony/ACD systems

Job description

Experience: 8–10 Years

Reports To: Service Delivery Manager

Languages: English essential; Arabic strongly advantageous

Location: UAE

Role Purpose:

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

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.

Requirements

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

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 safeguarding requirements 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.