Service Desk Lead | Real-Time Queue & Coaching

Client of Exceed IT Services

Abu Dhabi

In loco

AED 120.000 - 160.000

Tempo pieno

5 giorni fa

Candidati tra i primi

Aumenta le possibilità di ricevere una risposta da questo datore di lavoro

Il tuo curriculum e una lettera di presentazione personalizzati, che corrispondono esattamente a ciò che sta cercando.

Supera i filtri ATS

Descrizione del lavoro

Client of Exceed IT Services is seeking an experienced Service Desk Supervisor to lead the analyst floor on a shift-by-shift basis in Abu Dhabi. You will ensure queue health, SLA attainment, and consistent service quality across the estate, coordinating real-time workload and breaks.

You will provide first-line escalation for analysts on complex calls, conduct quality reviews, mentor new hires, and prepare daily performance summaries while collaborating with the Major Incident Management process

Competenze

Supervise a live, high-volume service desk environment.
Real-time queue and workload management discipline.
Solid technical baseline across Windows, Microsoft 365, Active Directory and networking.
ITSM platforms with dashboards and real-time reporting.
Coaching and performance management skills.

Mansioni

Own real-time queue and floor management; adherence escalation and break scheduling.
Provide first-line escalation for analysts on complex or high-profile calls.
Conduct call quality reviews and coaching against QA framework.
Manage shift rosters, absence cover and holiday planning.
Support onboarding and ongoing training of new analysts.
Identify and elevate major incidents to Major Incident Management process.
Monitor knowledge article usage and feed gaps back to knowledge owner.
Produce shift handover reports and daily performance summaries.