Service Desk Supervisor/ Senior Agent

Key Responsibilities

• Manage
  real-time floor operations, including queue adherence, workload balancing,
  break scheduling, and escalation management to ensure consistent service
  levels.
  
• Provide
  first- and second-line technical support for complex, sensitive, VIP, and
  high-profile contacts, driving issues toward first-contact resolution.
  
• Act
  as the technical escalation point for Tier 1 Analysts, providing
  floor-level guidance, mentoring, and support during periods without
  Supervisor coverage.
  
• Conduct
  call and ticket quality reviews, ensuring adherence to QA standards,
  diagnostic completeness, and effective customer handling.
  
• Provide
  structured coaching, mentoring, and performance feedback to analysts based
  on quality and operational metrics.
  
• Manage
  shift rosters, attendance/absence coverage, holiday planning, and daily
  resource allocation to maintain adequate service coverage.
  
• Support
  onboarding, induction, knowledge transfer, and ongoing technical training
  for new and existing analysts.
  
• Identify,
  triage, and promptly escalate potential major incidents, supporting impact
  assessment, information gathering, and Major Incident Management
  activities.
  
• Maintain
  and improve knowledge articles, monitor knowledge usage, and identify
  content gaps or recurring issues requiring updates.
  
• Identify
  recurring issues and problem candidates through contact trends and raise
  them with Problem Management for further investigation.
  
• Prepare
  shift handover reports, daily performance summaries, and operational
  updates for effective management visibility and continuity.
  
• Serve
  as a key technical point of reference on the service desk, supporting
  continuous improvement in service quality, first-contact resolution, and
  operational efficiency.
  

Requirements

Required Skills & Competencies

• Strong
  technical expertise in Windows 10/11, Microsoft 365, Exchange Online,
  Active Directory, and enterprise endpoint environments.
  
• Solid
  networking knowledge and troubleshooting experience across TCP/IP, DNS,
  DHCP, VPN, and Wi-Fi.
  
• Hands-on
  experience with remote support and endpoint management tools.
  
• Proficiency
  in ITSM platforms, including ticket management, dashboards,
  reporting, and real-time operational monitoring.
  
• Basic PowerShell knowledge for diagnostics, troubleshooting, and routine
  technical tasks.
  
• Strong
  experience in knowledge management and technical documentation,
  including authoring and maintaining knowledge articles.
  
• Proven
  ability to supervise and coordinate teams in a high-volume, real-time
  service desk environment.
  
• Strong
  capability in queue management, workload balancing, prioritization, and
  operational decision-making.
  
• Demonstrated
  experience in coaching, mentoring, performance management, and quality
  improvement.
  
• Strong
  analytical and problem-solving skills, with the ability to handle complex
  technical escalations and drive issues to resolution.
  

Qualifications & Certifications

• Bachelor’s
  degree or diploma in IT, Computer Science, or a related discipline.
  
• ITIL
  Foundation certification is required.
  
• Microsoft
  certification such as MD-102, MS-900, or equivalent is preferred.
  
• HDI
  Support Centre Team Lead certification is 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.
  

Other Requirements 

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