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.