Website IT Excellence
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Job Details
Job Position – Service Desk Lead
Company Name – IT Excellence
Positions: 1
Experience: 8–10 years
Location: Abu Dhabi
Languages: English required Arabic — MANDATORY
Key Responsibilities:
Own service desk SLA and KPI performance.
Manage answer rate, abandonment rate, FCR, AHT and CSAT.
Design shift patterns and workforce plans for normal and peak periods.
Lead Supervisors, Senior Agents, Tier 1 Analysts and Tier 1.5 Analysts.
Own knowledge management and the shift-left strategy.
Manage call quality assurance and coaching.
Oversee telephony, ACD and ITSM platform operations.
Lead recruitment, induction and training.
Report service desk performance and drive continuous improvement.
Act as escalation point for complex and sensitive user issues.
Requirements:
Proven leadership of a 20+ agent service desk.
Workforce management, forecasting and scheduling experience.
ITSM and telephony/ACD platform experience.
Knowledge management and shift-left expertise.
Strong QA and coaching experience.
Strong analytics and performance reporting.
Bachelor’s degree in IT or related field.
ITIL Intermediate minimum.
HDI or COPC certification is advantageous.
Mandatory:
Arabic language capability.
Availability for escalation outside core hours.
Clean police clearance and security vetting.
Email : harsh@itexcellence.ai
To apply for this job email your details to harsh@itexcellence.ai