Service Desk Quality And Planning Lead - Ras al-Khaimah
Job description / Role
Employment: Full Time
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 desk
- Define and enforce quality assurance standards, service KPIs, and reporting frameworks
- Collaborate with L2/L3 support and technical teams to ensure timely issue resolution
- Monitor service performance, user feedback, and escalation trends to identify gaps and opportunities
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.
Requirements:
- 10+ years of experience in service desk operations, service quality, or ITSM roles
- Strong working knowledge of ITIL and tools such as ServiceNow, Zendesk, or BMC Remedy
- Proven ability to monitor metrics, drive performance improvements, and enhance user experience
- Experience working in public sector or large enterprise environments is preferred
Company Industry: IT, Software & Internet Services
About the Company
Michael Page is one of the world's leading professional recruitment consultancies, specializing in the placement of candidates in permanent, contract, temporary and interim positions with clients around the world.
The Group has operations in the UK, Continental Europe, Asia-Pacific and the Americas. In the Middle East we focus on the areas of:
Finance & Accounting Banking & Financial Services Procurement Property & Construction Engineering & Supply Chain Oil & Gas Technical and Engineering Human Resources Sales Marketing Technology Secretarial Executive Search Legal
The Group operates through 161 offices in 33 countries and employs over 5,000 employees worldwide.
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