Service Desk Supervisor/Team Lead - IT Managed Services - Arabic Must - Dubai
AED10000 - 12000 per monthSanvi Business Solutions
*ROLE TITLE:* Service Desk Supervisor / Team Lead
*Function:* Service Desk
*Salary Band:* AED 10000 - 12000 / month (all-inclusive)
*Location:* Dubai, UAE
*Hiring For:* IT Managed Services & Consulting Company
*Experience Required:* 5-8 years in Managed Services / Service Desk environment
*Reports To:* Service Desk Lead
*Language Requirement:* Arabic MUST + English
*ROLE PURPOSE:*
Supervise the analyst floor on a shift-by-shift basis, ensuring queue health, SLA attainment and consistent quality of service to users across the estate.
*KEY RESPONSIBILITIES:*
1. Own real-time queue and floor management - adherence, escalation, workload balancing and break scheduling.
2. Provide first-line escalation for analysts on complex, sensitive or high-profile calls.
3. Conduct call quality reviews and structured one-to-one coaching against the QA framework.
4. Manage shift rosters, absence cover and holiday planning for the analyst team.
5. Support onboarding, induction and ongoing training of new analysts.
6. Identify and escalate potential major incidents to the Major Incident Management process without delay.
7. Monitor knowledge article usage and feed gaps back to the knowledge owner.
8. Produce shift handover reports and daily performance summaries.
*REQUIRED TECHNICAL SKILLS:*
- Team supervision in a live, high-volume service desk environment.
- Strong real-time queue and workload management discipline.
- Solid technical baseline across Windows, Microsoft 365, Active Directory and networking to support escalations.
- ITSM platform proficiency including dashboards and real-time reporting.
- Coaching and performance management.
*QUALIFICATIONS & CERTIFICATIONS:*
- Bachelor's degree or diploma in IT or a related discipline.
- ITIL Foundation.
- HDI Support Center Team Lead advantageous.
*OTHER REQUIREMENTS:*
- *Arabic MUST - Mandatory & Non-Negotiable.* Candidates without fluent Arabic will not be considered.
- Must have English proficiency as well.
- Prior experience working for an IT Managed Services & Consulting Company is mandatory.
- Willing to work rotating shifts including weekends and examination periods.
- Clean police clearance and security vetting.
Work Location: Dubai, UAE.
Immediate joiners are preferred.
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