Service Desk Supervisor — VIP Support & Team Coaching

TOCUMULUS; Dubai; On-site; AED 201,000 - 290,000; Full time

Job summary

TOCUMULUS is seeking an experienced IT Service Desk Lead in the UAE to manage real-time floor operations, escalate complex issues, and coach a team of analysts. The role requires strong Windows/M365 expertise, ITIL, and leadership in a high-volume environment.

You will oversee rosters, training, and incident management, ensuring first-contact resolution and continuous service improvements for VIP and high-profile contacts. UAE-based with bilingual English/Arabic capability is preferred.

Qualifications

• Bachelor’s degree or diploma in IT/CS or related field.
• ITIL Foundation certification is required.
• Microsoft certifications such as MD-102 or MS-900 preferred.
• HDI Support Centre Team Lead certification is advantageous.

Responsibilities

• Manage real-time floor operations and shift coverage to ensure service levels.
• Provide first- and second-line technical support for complex VIP contacts.
• Act as escalation point for Tier 1 Analysts with guidance and mentoring.
• Conduct QA reviews of calls and tickets ensuring diagnostic completeness.
• Coach and provide performance feedback to analysts using metrics.
• Manage rosters, attendance, holidays and daily resource allocation.
• Support onboarding, induction, and ongoing technical training.
• Identify potential major incidents and assist with impact assessment.
• Maintain knowledge articles and address content gaps.
• Identify recurring issues and raise to Problem Management.
• Prepare shift handover reports and daily performance summaries.
• Serve as technical reference to drive service quality and efficiency.

Skills

Team supervision

Coaching & mentoring

Analytical thinking

Server/client troubleshooting

Queue management

Education

Bachelor’s degree or diploma in IT/CS

ITIL Foundation certification

Microsoft MD-102 / MS-900 (or equiv.)

HDI Support Centre Team Lead (adv.)

Tools

ITSM platforms

Active Directory

PowerShell basics

Diagnostics tools

Job description

TOCUMULUS is seeking an experienced IT Service Desk Lead in the UAE to manage real-time floor operations, escalate complex issues, and coach a team of analysts. The role requires strong Windows/M365 expertise, ITIL, and leadership in a high-volume environment.

You will oversee rosters, training, and incident management, ensuring first-contact resolution and continuous service improvements for VIP and high-profile contacts. UAE-based with bilingual English/Arabic capability is preferred.