Service Desk Lead – Education IT, WFM & QA Coach

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

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.