Service Desk Supervisor Senior Agent

About the role

The Service Desk Supervisor Senior Agent will lead a high‑volume service desk team in Dubai, ensuring real‑time floor operations run smoothly and that VIP and high‑profile contacts receive rapid, first‑contact resolution. Reporting to the Service Desk Lead, you will act as the technical escalation point and mentor for Tier 1 analysts.

Key responsibilities

• Manage real‑time floor activities: queue adherence, workload balancing, break scheduling and escalation handling.
• Provide first‑ and second‑line support for complex, sensitive, and VIP incidents.
• Serve as technical escalation point for Tier 1 analysts, offering guidance and mentorship.
• Conduct call and ticket quality reviews to ensure QA standards are met.
• Coach, mentor and give performance feedback based on operational metrics.
• Plan shift rosters, attendance coverage, holidays and daily resource allocation.
• Support onboarding, induction, knowledge transfer and ongoing technical training.
• Identify, triage and escalate potential major incidents, assisting with impact assessment and Major Incident Management.
• Maintain and improve knowledge articles, monitor usage and close content gaps.
• Raise recurring issues to Problem Management and prepare shift handover reports.

Required profile

• 5–8 years of experience in service desk or IT support environments.
• Fluent in both English and Arabic.
• Strong supervisory and mentoring abilities in a high‑volume, real‑time setting.

Required skills

• Windows 10/11, Microsoft 365, Exchange Online, Active Directory.
• Networking fundamentals: TCP/IP, DNS, DHCP, VPN, Wi‑Fi.
• Remote support and endpoint management tools.
• ITSM platforms for ticketing, dashboards and reporting.
• Basic PowerShell scripting for diagnostics.
• Knowledge management and technical documentation.