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Service Desk Lead 

  • Full Time
  • Abu Dhabi
  • 9000 AED USD / Year
  • Salary: 9000 AED

Website Triac Solutions

Job Details

Job Position – Service Desk Lead

Company Name – Triac Solutions

Location: Abu Dhabi
Experience Required: 6 -8 years
Notice Period: Immediate – 30 days
Budget: Approx.9000 AED

Language: English, Arabic (conversational) – Mandator
Expecting candidates who have Experience in managing Govt Customers

RESPONSIBILITIES:
·     Lead and supervise a team of IT Service Desk Analysts.
·       Assign tasks, monitor performance, and provide coaching and development.
·       Foster a positive and collaborative work environment.
·       Ensure that the IT Service Desk meets service level agreements (SLAs) and key performance indicators (KPIs).
·       Monitor incident resolution times, customer satisfaction levels, and other relevant metrics.
·       Oversee the incident and problem management processes.
·       Analyze incident trends to identify root causes and implement preventive measures.
·       Identify areas for improvement and implement corrective actions.
·       Ensure adherence to ITIL best practices and industry standards.
·       Continuously review and optimize processes to improve efficiency and effectiveness.
·       Maintain a comprehensive knowledge base of frequently asked questions and troubleshooting procedures.
·       Encourage knowledge sharing among team members.
·       Monitor customer satisfaction levels and address any issues promptly.
·       Foster a customer-centric culture within the IT Service Desk team.
·       Develop and maintain standard operating procedures (SOPs) for the IT Service Desk.
·       Listen for concerns and identify areas requiring further attention from the management team.
·       Build and maintain strong relationships with key stakeholders across the organization.
·       Communicate effectively with senior management, providing regular updates on service desk performance and transformation progress.

TECHNICAL SKILLS /COMPETENCIES:

MANDATORY

ITIL certification (Foundation level or higher).
Experience with ticketing systems (e.g., ServiceNow, HPSM, Manage Engine, Ivanti).
Experience with remote support tools (e.g., TeamViewer, Remote Desktop).
Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud).
Experience with Active Directory, Exchange, and Office 365.

Kinly mention “Service desk Lead – Arabic” in the subject line

Interested candidates who matches the exact JD criteria can share your updated resume to athira.vinod@triacitsolutions.com

Strictly no calls.

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To apply for this job email your details to athira.vinod@triacitsolutions.com