Service Desk Lead

Own the performance, quality and operating model of the service desk
supporting users across 573 locations, and line-manage the 20-person desk
organization.

• 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.
       
  

Requirements

• 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
  

• Bachelor's degree in IT or a related discipline.
  
• ITIL Intermediate minimum.
  
• HDI or COPC certification 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.
  

• Arabic language capability is a significant advantage given the bilingual user base.
  
• Availability for escalation outside core hours
  
• Clean police clearance and security vetting.