Service Desk Supervisor/ Senior Agent

Experience: 5–8 Years Reports To: Service Desk Lead/Supervisor Languages: English/Arabic – Both Required Location: UAE Key Responsibilities Manage real-time floor operations, including queue adherence, workload balancing, break scheduling, and escalation management to ensure consistent service levels. Provide first- and second-line technical support for complex, sensitive, VIP, and high-profile contacts, driving issues toward first-contact resolution.

Act as the technical escalation point for Tier 1 Analysts, providing floor-level guidance, mentoring, and support during periods without Supervisor coverage. Conduct call and ticket quality reviews, ensuring adherence to QA standards, diagnostic completeness, and effective customer handling. Provide structured coaching, mentoring, and performance feedback to analysts based on quality and operational metrics.

Manage shift rosters, attendance/absence coverage, holiday planning, and daily resource allocation to maintain adequate service coverage. Support onboarding, induction, knowledge transfer, and ongoing technical training for new and existing analysts. Identify, triage, and promptly escalate potential major incidents, supporting impact assessment, information gathering, and Major Incident Management activities.

Maintain and improve knowledge articles, monitor knowledge usage, and identify content gaps or recurring issues requiring updates. Identify recurring issues and problem candidates through contact trends and raise them with Problem Management for further investigation. Prepare shift handover reports, daily performance summaries, and operational updates for effective management visibility and continuity.

Serve as a key technical point of reference on the service desk, supporting continuous improvement in service quality, first-contact resolution, and operational efficiency.

Requirements

Required Skills & Competencies Strong technical expertise in Windows 10/11, Microsoft 365, Exchange Online, Active Directory, and enterprise endpoint environments. Solid networking knowledge and troubleshooting experience across TCP/IP, DNS, DHCP, VPN, and Wi-Fi. Hands-on experience with remote support and endpoint management tools.

Proficiency in ITSM platforms, including ticket management, dashboards, reporting, and real-time operational monitoring. Basic Power. Shell knowledge for diagnostics, troubleshooting, and routine technical tasks. Strong experience in knowledge management and technical documentation, including authoring and maintaining knowledge articles.

Proven ability to supervise and coordinate teams in a high-volume, real-time service desk environment. Strong capability in queue management, workload balancing, prioritization, and operational decision-making. Demonstrated experience in coaching, mentoring, performance management, and quality improvement. Strong analytical and problem-solving skills, with the ability to handle complex technical escalations and drive issues to resolution.

Qualifications

& Certifications Bachelor’s degree or diploma in IT, Computer Science, or a related discipline. ITIL Foundation certification is required. Microsoft certification such as MD-102, MS-900, or equivalent is preferred. HDI Support Centre Team Lead certification is 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.