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Job Description

  • 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 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

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.

Contact: James Jefferson

Quote job ref: JN-072025-6778563


Job Details

Role Level: Mid-Level Work Type: Full-Time
Country: United Arab Emirates City: Abu Dhabi
Company Website: https://redirect.michaelpage.com/mp-home Job Function: Customer Service
Company Industry/
Sector:
Staffing and Recruiting

What We Offer


About the Company

Welcome to the Michael Page global company profile.Michael Page has five decades of expertise in professional services recruitment. We were established in London in 1976, and over this period we've grown organically to become one of the best-known and most respected consultancies, with an office network spanning six continents. While size has its advantages, it doesn't define us - the nature of our organic growth means that each new office is integrated into the region that it serves. It also means that as an employer looking to hire, or as a candidate aiming to grow your career you have the best of both worlds; a team that understands the market and geography you operate in, plus the resources and expertise of an international network at your disposal.Our teams are broken down to focus on industry, assignment type, salary level and location, so your hiring requirements or job search will all be handled by a specialist who knows your sector inside-out. We are confident that our expertise can add value to your recruitment or job search process – get in touch to find out more.

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