About the Role
This position involves managing real-time floor operations within a service desk environment, ensuring consistent service levels through effective workload balancing and escalation management. The role requires providing first- and second-line technical support for complex and high-profile incidents, while acting as a technical escalation point for Tier 1 Analysts. You will play a crucial role in coaching and mentoring staff, maintaining service quality, and driving operational efficiency.
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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.
