Service Desk Team Leader

To support our growing customer base, we are looking for an Operational Service Desk Team Leader to lead our support team in Dubai and ensure service continuity, quality, and client satisfaction.

As a Service Desk Team Leader, you are responsible for the day-to-day operational management of the service desk team.

This is a hands-on operational role wherein you will be involved in ticket oversight, escalations, workload coordination, technical guidance, client communication, and service continuity across multiple customer environments.

You will work closely with service desk technicians, project teams, infrastructure engineers, and cloud specialists to support service continuity and operational excellence.

Operational Team Management

• Coordinate day-to-day Service Desk operations and ticket flow.
• Monitor ticket queues, workload distribution, ageing tickets, and operational bottlenecks.
• Help ensure tickets continue progressing and do not stall during escalations or handovers.
• Support technicians with workload management, prioritisation, ownership, and escalation handling.
• Maintain operational visibility across incidents, escalations, client-impacting issues, and ongoing activities.
• Coordinate follow-ups between the Service Desk, Infrastructure, and Projects teams when issues become blocked or require cross-team involvement.
• Support operational continuity during periods of high workload, staffing gaps, outages, or major incidents.
• Assist management in maintaining service stability and operational coordination across the support environment.

Ticket and Service Oversight

• Oversee ticket queues, priorities, and escalations to ensure SLA compliance and service continuity.
• Review complex, sensitive, or ageing tickets and provide technical and operational guidance when required.
• Ensure proper ticket ownership, documentation, follow-up, and timely client communication.
• Monitor escalation handling and ticket progression to maintain accountability and operational efficiency.
• Identify recurring operational or technical issues and drive corrective actions and process improvements.
• Help drive accountability and progression for unresolved operational issues.

Technical Leadership

• Act as the technical reference within the Service Desk team.
• Review and validate solutions proposed by the team for complex or high-impact cases.
• Provide technical guidance and mentorship to Service Desk technicians.
• Ensure best practices are applied across Microsoft 365, Windows, endpoint management, and hybrid environments.
• Collaborate with infrastructure engineers, cloud specialists, and other internal teams on advanced escalations and service-related issues.
• Support technical coordination during major incidents, service outages, or critical client situations.

Client Communication and Service Quality

• Ensure clear, professional, and proactive communication with clients.
• Support communication and coordination for sensitive, high-impact, or executive-level client situations.
• Build and maintain strong client relationships through consistent service quality, operational ownership, and reliable follow-through.
• Handle critical client situations, escalations, and service incidents with professionalism and urgency.
• Coordinate communication, follow-ups, and internal alignment during major incidents, service outages, or high-impact operational issues.
• Support operational meetings, service reviews, and continuous improvement initiatives.
• Ensure alignment between client expectations, operational priorities, and service delivery.

Operational Administration and Process Support

• Support operational reporting, service tracking, and recurring administrative activities related to the Service Desk.
• Assist with ticket quality reviews, billing-related validations, licensing checks, reporting follow-ups, and operational coordination tasks.
• Coordinate communication related to maintenance activities, operational changes, and service-impacting work.
• Help ensure recurring operational processes and follow-up activities are completed consistently and on time.
• Contribute to operational documentation, process standardisation, and service improvement efforts.

Qualifications

• Experienced: Has 5+ years of experience in IT support or Service Desk environments, ideally within an MSP.
• Leadership-Oriented: Has proven experience coordinating or leading a technical team, whether in a formal or informal capacity.
• Technically Strong: Has solid hands-on knowledge of Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, and Intune, as well as Windows, Active Directory, and hybrid environments.
• Operationally Minded: Is structured, organised, and comfortable managing schedules, priorities, and service continuity.
• Client-Focused: Has strong communication skills and a service-oriented mindset that helps build positive client relationships.
• Collaborative: Is comfortable working across Service Desk, Infrastructure, Cloud, and Projects teams.
• Accountable and Proactive: Takes ownership of operational issues, follows through on actions, and maintains a high standard of service delivery.
• Fluent in English: Has strong spoken and written English skills.

Certifications

The following certifications would be an advantage:

• Microsoft 365
• ITIL Foundation
• Similar relevant certifications

 To apply, please send your CV to hr@penta.ch, with the job title in the subject line.