About the Role:
In this role, you will own the performance, quality, and operating model of the service desk that supports users across 573 locations. You will also line-manage a 20-person desk organization, ensuring that the service desk operates efficiently and effectively to meet user needs.
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Key Responsibilities:
- Own service desk SLA and KPI performance metrics, including answer rate, abandonment rate, first contact resolution, average handling time, and customer satisfaction (CSAT).
- Design and maintain the operating model, including shift patterns and forecast-based staffing that aligns with term times, 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.
- Implement and manage the call quality assurance and coaching framework.
- Oversee telephony, automatic call distribution (ACD), and IT Service Management (ITSM) platform configuration for the desk.
- Manage recruitment, induction, and training pathways for the desk staff.
- Report service desk performance in the monthly governance cycle and lead improvement actions based on performance data.
- Act as the escalation point for complex or sensitive user issues routed to the desk.
Requirements
Required Technical Skills:
- Proven service desk leadership experience at scale, managing 20+ agents in a high-volume environment.
- Proficiency in workforce management, forecasting, and scheduling.
- Experience in ITSM and telephony/ACD platform administration.
- Familiarity with knowledge management and shift-left methodology.
- Competence in quality assurance frameworks and coaching techniques.
- Strong analytical skills and experience with performance reporting.
Qualifications & Certifications:
- Bachelor’s degree in IT or a related discipline.
- ITIL Intermediate certification at minimum.
- HDI or COPC 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 due to a bilingual user base.
- Availability for escalation outside of core hours is required.
- Clean police clearance and security vetting are necessary.
