Service Desk Lead

TOCUMULUS; Chennai District; On-site; INR 7,843,000 - 12,549,000; Full time

Job summary

TOCUMULUS in UAE seeks a Service Desk Lead to own the performance, quality and operating model of a large service desk serving 573 locations, and to line-manage a 20-person desk team. You will drive staffing forecasts, shift patterns and knowledge management to improve support efficiency.

Your role includes ITSM and telephony platform administration, QA coaching, escalation handling and monthly governance reporting, with a strong emphasis on analytics and continuous improvement.

Qualifications

• Experience leading a service desk with 20+ agents in a high-volume environment.
• Ability to design and maintain operating models, shift patterns, and forecasting.
• Experience with ITSM platforms and telephony/ACD administration.
• Knowledge management lifecycle ownership and shift-left initiatives.
• Strong quality assurance frameworks and coaching abilities.
• Excellent analytics and performance reporting skills.

Responsibilities

• Own service desk SLA and KPI performance (answer rate, abandonment rate, first contact resolution, average handling time, CSAT).
• Design and maintain operating model, shift patterns and forecast-based staffing across peak periods.
• Line-manage Supervisors, Senior Agents, Tier 1 & 1.5 Analysts.
• Own knowledge management lifecycle and shift-left initiative to reduce dispatch.
• Own call quality assurance and coaching framework.
• Manage telephony, ACD and ITSM platform configurations for the desk.
• Oversee recruitment, induction and training pathways.
• Report service desk performance in monthly governance and drive improvements.
• Act as escalation point for complex or sensitive user issues.

Skills

Service desk leadership

Workforce management

ITSM & telephony

Knowledge management

Quality assurance

Analytics & reporting

Education

Bachelor's degree in IT/related discipline

ITIL Intermediate

HDI or COPC certification (advantage)

Job description

Experience: 8–10 Years
Reports To: Service Delivery Manager
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 supporting schools, universities, colleges, or other education-sector IT environments is 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