Own the performance, quality and operating model of the service desk supporting users across 573 locations, and line-manage the 20-person desk organisation.
KEY RESPONSIBILITIES
Own service desk SLA and KPI performance - answer rate, abandonment rate, first contact resolution, average handling time and CSAT. Design and maintain the operating model, shift patterns and forecast-based staffing across term time, holidays and examination peaks. Line-manage Supervisors, Senior Agents, Tier 1 Analysts and Tier 1.5 Remote Resolution Analysts. Own the knowledge management lifecycle and drive the shift-left agenda to reduce field dispatch. Own the call quality assurance and coaching framework. Manage telephony, ACD and ITSM platform configuration for the desk. Own recruitment, induction and training pathways for the desk. Report service desk performance into the monthly governance cycle and lead improvement actions. Act as escalation point for complex or sensitive user issues routed to the desk.
REQUIRED TECHNICAL SKILLS
Proven service desk leadership at scale - 20+ agents in a high-volume environment. Workforce management, forecasting and scheduling. ITSM and telephony/ACD platform administration. Knowledge management and shift-left methodology. Quality assurance frameworks and coaching. Strong analytics and performance reporting.
KEY RESPONSIBILITIES
Own service desk SLA and KPI performance - answer rate, abandonment rate, first contact resolution, average handling time and CSAT.
Design and maintain the operating model, shift patterns and forecast-based staffing across term time, holidays and examination peaks.
Line-manage Supervisors, Senior Agents, Tier 1 Analysts and Tier 1.5 Remote Resolution Analysts.
Own the knowledge management lifecycle and drive the shift-left agenda to reduce field dispatch.
Own the call quality assurance and coaching framework.
Manage telephony, ACD and ITSM platform configuration for the desk.
Own recruitment, induction and training pathways for the desk.
Report service desk performance into the monthly governance cycle and lead improvement actions.
Act as escalation point for complex or sensitive user issues routed to the desk.
REQUIRED TECHNICAL SKILLS
Proven service desk leadership at scale - 20+ agents in a high-volume environment.
Workforce management, forecasting and scheduling.
ITSM and telephony/ACD platform administration.
Knowledge management and shift-left methodology.
Quality assurance frameworks and coaching.
Strong analytics and performance reporting.
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AL MASAOOD LLC · Abu Dhabi - United Arab Emirates (UAE)
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