Service Desk Supervisor / Team Lead (Arabic Required) – Dubai

About the role

The Service Desk Supervisor/Team Lead will oversee the analyst floor on a shift‑by‑shift basis, ensuring queue health, SLA attainment and consistent quality of service across the estate. The role combines real‑time operational management with coaching and incident escalation responsibilities.

Key responsibilities

• Own real‑time queue and floor management, including adherence, escalation, workload balancing and break scheduling.
• Provide first‑line escalation for analysts on complex, sensitive or high‑profile calls.
• Conduct call quality reviews and structured one‑to‑one coaching against the QA framework.
• Manage shift rosters, absence cover and holiday planning for the analyst team.
• Support onboarding, induction and ongoing training of new analysts.
• Identify and escalate potential major incidents to the Major Incident Management process without delay.
• Monitor knowledge article usage and feed gaps back to the knowledge owner.
• Produce shift handover reports and daily performance summaries.

Required profile

• 5‑8 years of experience in Managed Services or Service Desk environments.
• Bachelor’s degree or diploma in IT or a related discipline.
• ITIL Foundation certification (HDI Support Center Team Lead advantageous).
• Fluent Arabic (mandatory) and proficient English.
• Prior experience working for an IT Managed Services & Consulting company.
• Willingness to work rotating shifts, including weekends and examination periods.
• Clean police clearance and security vetting.

Required skills

• Windows operating system.
• Microsoft 365 suite.
• Active Directory.
• Networking fundamentals.
• ITSM platform proficiency, including dashboards and real‑time reporting.