Service Desk Lead

Theomnihire; Chennai District; On-site; INR 8,707,000 - 12,190,000; Full time

Job summary

Theomnihire is seeking a Service Desk Lead to own the performance, quality and operating model of the service desk supporting users across 573 locations, and to line-manage the 20-person desk organization.

You will drive SLA/KPI performance, design staffing around term time and exams, supervise Senior Agents and Analysts, own knowledge management, shift-left initiatives, and ensure effective escalation, governance reporting and continuous improvement.

Qualifications

• Bachelor's degree in IT or related discipline.
• ITIL Intermediate certification at minimum.
• HDI or COPC certification is advantageous.
• Experience leading a service desk at scale is essential.

Responsibilities

• Own service desk SLA and KPI performance (answer rate, abandonment, first contact resolution, AHT, CSAT).
• Design and maintain operating model, shift patterns and staffing for term time and exam peaks.
• Line-manage Supervisors, Senior Agents, Tier 1 and Tier 1.5 Analysts.
• Own knowledge management lifecycle and shift-left initiatives.
• Own call quality assurance and coaching framework.
• Manage telephony, ACD and ITSM platform configuration.
• Lead recruitment, induction and training pathways for the desk.
• Report desk performance in monthly governance and drive improvements.
• Escalation point for complex or sensitive user issues.

Skills

Service desk leadership

Workforce management

ITSM administration

Telephony/ACD

Knowledge management

Quality assurance trading coaching

Analytics & reporting

Education

Bachelor's degree in IT

ITIL Intermediate

HDI or COPC certification

Job description

Languages:English essential; Arabic strongly advantageous

Location:UAE

Role Purpose

Own the performance, quality and operating model of the service desk supporting users across 573 locations, and line-manage the 20-person desk organization.

Key Responsibilities

• Own service desk SLA and KPI performance - answer rate, abandonment rate, first contact resolution, average handling time and CSAT.
  
• Design and maintain the operating model, shift patterns and forecast-based staffing across term time, holidays and examination peaks.
  
• Line-manage Supervisors, Senior Agents, Tier 1 Analysts and Tier 1.5 Remote Resolution Analysts.
  
• Own the knowledge management lifecycle and drive the shift-left agenda to reduce field dispatch.
  
• Own the call quality assurance and coaching framework.
  
• Manage telephony, ACD and ITSM platform configuration for the desk.
  
• Own recruitment, induction and training pathways for the desk.
  
• Report service desk performance into the monthly governance cycle and lead improvement actions.
  
• Act as escalation point for complex or sensitive user issues routed to the desk.
  

Requirements

Required Technical Skills

• Proven service desk leadership at scale - 20+ agents in a high-volume environment.
  
• Workforce management, forecasting and scheduling.
  
• ITSM and telephony/ACD platform administration.
  
• Knowledge management and shift-left methodology
  
• Quality assurance frameworks and coaching.
  
• Strong analytics and performance reporting
  

Qualifications & Certifications

• Bachelor's degree in IT or a related discipline.
  
• ITIL Intermediate minimum.
  
• HDI or COPC certification advantageous
  

Education Sector Experience

• Prior experience supportingschools, universities, colleges, or other education-sector IT environmentsis a strong advantage.
  
• Familiarity with academic-calendar-driven service demand, examination periods, classroom technology, computer labs, and safeguarding requirements will be considered favorably.
  

Other Requirements

• Arabic language capability is a significant advantage given the bilingual user base.
  
• Availability for escalation outside core hours
  
• Clean police clearance and security vetting. Service Desk Lead