Service Desk Lead - ITSM Leader & Large-Team Coach

ITXcellence; Abu Dhabi; On-site; AED 420,000 - 540,000; Full time

Job summary

ITXcellence in Abu Dhabi seeks a Service Desk Lead with 8–10 years of IT service management experience to drive SLA/KPI performance and lead a large team. This on-site role focuses on workforce planning, escalation workflows, and enterprise ITSM operations to maintain world-class support standards.

You will oversee telephony/ACD systems, contribute to knowledge management, and mentor staff while meeting stringent government-security vetting requirements.

Qualifications

• Bachelor’s degree in IT/CS or related field.
• 8–10 years IT infra and service desk experience; 3+ in leadership.
• Experience leading 20+ agent service desks.
• Fluent English and Arabic, written and spoken.
• Strong workforce management and forecasting skills.
• Hands-on ITSM and telephony/ACD knowledge.
• ITIL Intermediate; HDI/COPC a plus.
• Ability to pass security vetting and after-hours escalations.

Responsibilities

• Own service desk SLA adherence and health dashboards.
• Optimize metrics: answer rates, FCR, AHT, CSAT.
• Design shift patterns and capacity plans for peak periods.
• Lead a large team of supervisors and analysts.
• Drive knowledge management and shift-left initiatives.
• Oversee QA, coaching programs, and performance reviews.
• Manage telephony, ACD, and ITSM platform operations.
• Lead recruitment and ongoing technical upskilling.

Skills

English & Arabic

Leadership

Workforce planning

ITIL Intermediate

ITSM platforms

Performance analytics

Education

Bachelor’s degree in IT/CS

Tools

ITSM platforms

Telephony/ACD systems

Job description

ITXcellence in Abu Dhabi seeks a Service Desk Lead with 8–10 years of IT service management experience to drive SLA/KPI performance and lead a large team. This on-site role focuses on workforce planning, escalation workflows, and enterprise ITSM operations to maintain world-class support standards.

You will oversee telephony/ACD systems, contribute to knowledge management, and mentor staff while meeting stringent government-security vetting requirements.