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.
- Solid 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

📌 Service Desk Lead (Chennai)
🏢 ToCumulus
📍 Chennai