Service Desk Supervisor/ Senior Agent

Theomnihire; Dubai; On-site; AED 140,000 - 210,000; Full time

Job summary

Theomnihire in Dubai, United Arab Emirates, is seeking a Service Desk Lead to manage real-time floor operations, provide first- and second-line technical support, and mentor analysts to ensure high-quality service delivery.

Ideal candidates will have ITIL, Microsoft 365, Active Directory, and network troubleshooting experience, with bilingual English/Arabic being a strong plus; the role requires shift coordination and incident management in a high-volume environment.

Qualifications

• Bachelor’s degree or diploma in IT, Computer Science, or a related discipline.
• ITIL Foundation certification is required.
• Microsoft certification such as MD-102, MS-900, or equivalent is preferred.
• HDI Support Centre Team Lead certification is advantageous.

Responsibilities

• Manage real-time floor operations, including queue adherence, workload balancing, break scheduling, and escalation management.
• Provide first- and second-line technical support for complex, sensitive, VIP, and high-profile contacts, driving issues toward first-contact resolution.
• Act as the technical escalation point for Tier 1 Analysts, providing floor-level guidance, mentoring, and support during periods without Supervisor coverage.
• Conduct call and ticket quality reviews, ensuring adherence to QA standards, diagnostic completeness, and effective customer handling.
• Provide structured coaching, mentoring, and performance feedback to analysts based on quality and operational metrics.
• Manage shift rosters, attendance/absence coverage, holiday planning, and daily resource allocation to maintain adequate service coverage.
• Support onboarding, induction, knowledge transfer, and ongoing technical training for new and existing analysts.
• Identify, triage, and promptly escape potential major incidents, supporting impact assessment, information gathering, and Major Incident Management activities.

Job description

Dubai, United Arab Emirates | Posted on 09/09/2026

Reports To: Service Desk Lead/Supervisor

Languages: English/Arabic – Both Required

Location: UAE

Key Responsibilities

• Managereal-time floor operations, including queue adherence, workload balancing,break scheduling, and escalation management to ensure consistent servicelevels.
  
• Providefirst- and second-line technical support for complex, sensitive, VIP, andhigh-profile contacts, driving issues toward first-contact resolution.
  
• Actas the technical escalation point for Tier 1 Analysts, providingfloor-level guidance, mentoring, and support during periods withoutSupervisor coverage.
  
• Conductcall and ticket quality reviews, ensuring adherence to QA standards,diagnostic completeness, and effective customer handling.
  
• Providestructured coaching, mentoring, and performance feedback to analysts basedon quality and operational metrics.
  
• Manageshift rosters, attendance/absence coverage, holiday planning, and dailyresource allocation to maintain adequate service coverage.
  
• Supportonboarding, induction, knowledge transfer, and ongoing technical trainingfor new and existing analysts.
  
• Identify,triage, and promptly escape potential major incidents, supporting impactassessment, information gathering, and Major Incident Managementactivities.
  
• Maintainand improve knowledge articles, monitor knowledge usage, and identifycontent gaps or recurring issues requiring updates.
  
• Identifyrecurring issues and problem candidates through contact trends and raisethem with Problem Management for further investigation.
  
• Prepareshift handover reports, daily performance summaries, and operationalupdates for effective management visibility and continuity.
  
• Serveas a key technical point of reference on the service desk, supportingcontinuous improvement in service quality, first-contact resolution, andoperational efficiency.
  

Requirements

• Strongtechnical expertise in Windows 10/11, Microsoft 365, Exchange Online,Active Directory, and enterprise endpoint environments.
  
• Solidnetworking knowledge and troubleshooting experience across TCP/IP, DNS,DHCP, VPN, and Wi-Fi.
  
• Hands-onexperience with remote support and endpoint management tools.
  
• Proficiencyin ITSM platforms, including ticket management, dashboards,reporting, and real-time operational monitoring.
  
• Basic PowerShell knowledge for diagnostics, troubleshooting, and routinetechnical tasks.
  
• Strongexperience in knowledge management and technical documentation,including authoring and maintaining knowledge articles.
  
• Provenability to supervise and coordinate teams in a high-volume, real-timeservice desk environment.
  
• Strongcapability in queue management, workload balancing, prioritization, andoperational decision-making.
  
• Demonstratedexperience in coaching, mentoring, performance management, and qualityimprovement.
  
• Stronganalytical and problem-solving skills, with the ability to handle complextechnical escalations and drive issues to resolution.
  

Qualifications & Certifications

• Bachelor’sdegree or diploma in IT, Computer Science, or a related discipline.
  
• ITILFoundation certification is required.
  
• Microsoftcertification such as MD-102, MS-900, or equivalent is preferred.
  
• HDISupport Centre Team Lead certification is advantageous.
  

Education Sector Experience

• Priorexperience supporting schools, universities, colleges, or othereducation-sector IT environments is a strong advantage.
  
• Familiarity with academic-calendar-drivenservice demand, examination periods, classroom technology, computer labs, andsafeguarding requirements will be considered favorably.
  

Other Requirements

• Arabiclanguage capability is a significant advantage given the bilingual userbase.
  
• Availabilityfor escalation outside core hours
  
• Cleanpolice clearance and security vetting.