Service Desk Quality & Planning Lead

Play a pivotal role in enhancing how digital support is delivered. Lead initiatives around automation, knowledge management, and performance. About Our Client 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. Job 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 The Successful Applicant 10+ years of experience in service desk operations, service quality, or ITSM roles Strong working knowledge of ITIL and tools such as Service Now, 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 What's on 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. #J-18808-Ljbffr