Job description
This role is focused on leading the performance, planning, and quality assurance of a large-scale government service desk, ensuring efficient issue resolution and high user satisfaction. The ideal candidate will drive service improvements, collaborate with technical teams, and implement strategic enhancements aligned with ITIL best practices.
Client Details
Join a leading government entity at the heart of Abu Dhabi's digital transformation agenda. The organisation is committed to delivering high-quality citizen services through innovative, efficient, and scalable IT operations.
Description
Lead strategic planning and continuous improvement initiatives across the L0/L1 service deskDefine and enforce quality assurance standards, service KPIs, and reporting frameworksCollaborate with L2/L3 support and technical teams to ensure timely issue resolutionMonitor service performance, user feedback, and escalation trends to identify gaps and opportunities
Profile
10+ years of experience in service desk operations, service quality, or ITSM rolesStrong working knowledge of ITIL and tools such as ServiceNow, Zendesk, or BMC RemedyProven ability to monitor metrics, drive performance improvements, and enhance user experienceExperience working in public sector or large enterprise environments is preferred
Job Offer
This is a unique opportunity to take ownership of a mission-critical function within a forward-thinking government organisation. You'll have the platform to shape service delivery strategy, drive real operational impact, and contribute to Abu Dhabi's wider digital innovation goals.
