Client of Exceed IT Services in Abu Dhabi seeks an experienced head of service desk to own performance, staffing models and governance for a 20-seat desk across 573 locations. You will line-manage Supervisors, Senior Agents, and Tier 1/1.5 responders, while driving knowledge management and shift-left initiatives.
The role emphasizes SLA/KPI ownership, call quality coaching, and performance reporting to drive improvements in a high-volume environment, with escalation duties for complex issues.
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