service desk lead

Western State Bank

<div>At Western, &ldquo;what&rdquo; you know is important, but not as important as how you relate to teammates and customers. Out environment is based on the principals of respect, curiosity, creativity, individual empowerment, and the ability to listen effectively and communicate openly. We also believe in continual learning, bias toward action, keeping commitments, and doing our absolute best every day. We believe that our ability to deliver on our promise is a result of these high standards.
The Help Desk Team Lead is responsible for overseeing daily Help Desk operations and supporting the performance and development of Help Desk Support Specialist I staff. This position ensures consistent ticket handling, high-quality customer service, and proper documentation and routing of requests. The Team Lead serves as the first escalation point for Tier 1 issues and plays a key role in maintaining efficient workflows, improving processes, and supporting a consistent support experience for Western team members.
 Duties and Responsibilities:<div><ul><li>
Directly manages and leads Help Desk Support Specialist I staff</li><li>
Monitors and manages the daily ticket and phone queues to ensure timely response and resolution</li><li>
Ensuring tickets are properly documented, categorized, and routed according to established standards</li><li>
Serves as the first escalation point for Tier 1 issues</li><li>
Provides coaching and guidance to Tier 1 staff on troubleshooting, customer service, and ticket quality</li><li>
Assists with onboarding and training of new Help Desk staff</li><li>
Identifies trends in ticket volume and recurring issues</li><li>
Supports the development and maintenance of user-facing documentation and knowledge base articles</li><li>
Assists with handling tickets during high-volume periods as needed</li><li>
Works with Help Desk Manager to improve processes, workflows, and efficiency</li><li>
Other tasks and responsibilities as needed</li></ul></div>
High School Diploma required. Associate&rsquo;s degree, technical training, or equivalent combination of education and experience preferred.
3&ndash;5 years of experience in IT support or Help Desk roles preferred, with demonstrated experience in mentoring or leading others.
This is a full time position with benefits.
We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to provide sponsorship for visa status. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Western State Bank is an EEO and Affirmative Action Employer. Member FDIC</div>

Help Desk Team Lead

Human Resources Department of Ras Al Khaimah Government

<div>
 
 
 About the Role
 
 
 
 The Electronic Government Authority (EGA) is the central body responsible for driving Ras Al Khaimah's Emirate-wide digital transformation, providing unified technology services, governance, and innovation across all RAK government departments. EGA's mandate extends across digital service delivery, IT infrastructure, information security, data and analytics, and enterprise applications.
 
 
 
 
 
 We are hiring a Head of IT Service Management to establish and lead a centralized, government-wide IT service desk serving all RAK government departments. This is a foundational leadership role with a clear transformation mandate. The successful candidate will design the operating model from the ground up, define the SLA governance framework, consolidate fragmented departmental support functions into a single shared service, and build a team capable of scaling beyond internal government users to eventually serve residents, visitors, and investors on RAK's digital platform.
 
 
 
 
 
 Reporting directly to the CTO, this role operates as a peer to the Heads of Infrastructure, Solution Development, and Information Security. The service desk will serve as the single point of entry for all IT demand across government, routing incidents, service requests, and escalations to the appropriate resolver groups while maintaining end-to-end accountability for resolution quality and timeliness.
 
 
 
 
 
 
 
 
 
 
 
 
 What You Will Do
 
 
 <ul>
 <li>
 Design and implement EGA's centralized IT service management operating model, consolidating departmental support functions into a unified, SLA-driven shared service across all RAK government entities.
 </li>
 <li>
 Establish the service desk as the single system of record for all IT demand, covering incidents, service requests, problems, change coordination, and operational intake of new services.
 </li>
 <li>
 Define, negotiate, and operationalize SLA frameworks for all service tiers, including internal resolver group SLAs and external vendor commitments, with quantitative performance management throughout.
 </li>
 <li>
 Introduce and embed an ITSM framework covering incident management, request fulfillment, problem management, change enablement, and service level management, with a maturity roadmap to move the function from reactive to proactively managed.
 </li>
 <li>
 Own and lead Major Incident (P1) management, coordinating resolver groups, leading executive communications, and ensuring post-incident reviews and root cause analysis are completed and acted upon.
 </li>
 <li>
 Establish a service catalog, service portfolio, and SLA/OLA framework ensuring all live services have defined ownership, support models, and measurable performance targets.
 </li>
 <li>
 Evaluate and make a recommendation on the optimal delivery model for the service desk, including the potential for full or partial outsourcing, and define the governance framework to manage any outsourced components effectively.
 </li>
 <li>
 Govern relationships with managed service providers and outsourcing partners, ensuring contractual obligations and performance commitments are actively managed.
 </li>
 <li>
 Produce regular, structured performance dashboards and reports for the CTO and leadership, translating operational data into actionable insight and driving continuous improvement.
 </li>
 <li>
 Build, lead, and develop the IT service management team, fostering a culture of accountability, service excellence, and continuous improvement.
 </li>
 </ul>
 
 
 
 
 
 What You Will Bring
 
 
 <ul>
 <li>
 10 or more years of experience in IT service management or IT operations, with at least 5 years in a leadership role managing a service desk or IT support function at scale.
 </li>
 <li>
 Demonstrated experience designing and implementing ITSM frameworks and transitioning organizations from reactive to process-driven operations.
 </li>
 <li>
 ITIL v4 Foundation certification is required; ITIL v4 Managing Professional or Strategic Leader designation is strongly preferred.
 </li>
 <li>
 Proven experience managing multi-tiered service delivery with formal SLA governance across internal resolver groups and external vendors simultaneously.
 </li>
 <li>
 Experience in a shared services or managed services environment serving multiple client organizations.
 </li>
 <li>
 Experience evaluating outsourcing options and managing outsourced service delivery.
 </li>
 <li>
 Strong quantitative orientation; able to define metrics, build reporting frameworks, and manage a function through data.
 </li>
 <li>
 Proficiency in ITSM tooling platforms such as ServiceNow, Freshservice, ManageEngine, or equivalent.
 </li>
 <li>
 Government or public sector experience is an advantage; GCC regional experience is a further plus.
 </li>
 <li>
 English fluency is essential; Arabic is strongly advantageous given the government-wide relationship nature of the role.
 </li>
 </ul>
 
 
</div>

Head, IT Service Management

talabat

<div>
 When you think of food delivery in the MENA region, we&rsquo;d be pretty surprised if talabat didn&rsquo;t pop into your mind first! Since delivering our first order in Kuwait in 2004, we&rsquo;ve grown quite a lot over the past 17 years.
 
 
 Today, we deliver hundreds of millions of food orders, grocery items and other products per year, to our customers in nine countries throughout the region with more than 3,000+ employees! Our food delivery business works with over 27,000 brands and almost 50,000 branches, while our q-commerce concept, talabat mart, now delivers groceries to customers in Bahrain, Egypt, Jordan, Kuwait, Oman Qatar, and the UAE in 30 minutes or less!
 
 
 Our philosophy is to make sure we do what is right for our ecosystem - our customers, our partners, our people, our riders, and the communities in which we operate. Our #techforgood program allows our customers a safe and convenient way to contribute to important causes in their community through donating to local and international charities directly on talabat with a focus on food insecurity in the region. Since its inception in 2020, we have facilitated the donation of well over 1 million meals to those in need, as well as donated over $1.5 million to charity with the help of our partners and customers. talabat is part of Delivery Hero, the global leader in online food delivery and q-commerce.
 
 
 
 Job Description
 
 
 
 <ul>
 <li>
 As a cloud kitchen dispatch support lead, you are responsible for coordinating the timely and efficient dispatching of food orders from the operating brand to the assigned riders. Dispatch leads to work closely with kitchen staff (talabat and partners), delivery riders, partner&rsquo;s suppliers, service providers, customers service, to ensure a seamless dispatching process.
 </li>
 <li>
 Dispatch support leads are also responsible for ensuring that kitchen Key Performance indicators are managed and achieved, techs and internet connectivity are functioning, food safety checks and inspections are carried out, administrative tasks are completed and maintaining kitchen cleanliness at all times
 
 
 </li>
 </ul>
 Ensures that operations shift checklist is completed as required (opening, mid and closing)
 
 
 <ul>
 <li>
 Ensures that all techs and internet connection are functioning all throughout the shifts.
 </li>
 <li>
 Supervise and lead dispatch team, providing training and support as needed.
 </li>
 <li>
 Manage the dispatching of orders from operating partners to riders effectively
 </li>
 <li>
 Resolves issues arising from orders or deliveries and coordinates with the customer, riders and customer service center.
 </li>
 <li>
 Ensure that partners comply with existing food safety regulations and maintain high standards of hygiene.
 </li>
 <li>
 Accomplish regular food safety checks and audits as per established inspection procedures of the kitchen.
 </li>
 <li>
 Ensures accurate and timely communication between customers, riders and dispatchers.
 </li>
 <li>
 Ensure that all dispatch activities comply with company policies, industry regulations, and safety standards.
 </li>
 <li>
 reports to kitchen managers all problems that occur during the shift, and when possible, rectify the problems as it occured.
 </li>
 <li>
 Maintain and manage kitchen performance metrics such as FIR, AVTC, Vendor Delay, Vendor Net Fail.
 </li>
 <li>
 Ensures that all kitchen visitors accomplish visitor questionnaires and health declarations before allowing entry to the kitchen premise.
 </li>
 <li>
 Ensure compliance with company policies and industry regulations.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 Must Have:
 
 
 </li>
 </ul>
 Proficient in basic computer application
 
 
 At least High School diploma
 
 
 At least 2 years experience in dispatch operations or logistics
 
 
 Proficient in basic data gathering and analysis
 
 
 Ability to work flexible hours, including night, weekends and holidays
 
 
 <ul>
 <li>
 Nice to Have:
 
 
 </li>
 </ul>
 Prior experience in cloud kitchen operations
</div>

Kitchens Dispatch Support Lead

Homewood Suites by Hilton

Job Overview We are seeking an energetic and detail-oriented Front Desk Manager to lead our guest services team at a vibrant hospitality establishment. In this pivotal role, you will be the first point of contact for guests, ensuring their experience is seamless, welcoming, and memorable. Your leadership will drive exceptional customer service, streamline front desk operations, and uphold the highest standards of hospitality. If you thrive in a fast-paced environment and possess a passion for guest relations, this opportunity is perfect for you to make a positive impact every day!Duties<ul><li>Oversee daily front desk operations, including check-in/check-out procedures and guest inquiries</li><li>Manage multi-line phone systems and ensure prompt, professional phone etiquette</li><li>Lead and motivate front desk staff to deliver outstanding guest services and maintain high standards of hospitality</li><li>Handle guest complaints and resolve issues efficiently to ensure guest satisfaction</li><li>Conduct night audits to reconcile daily financial transactions and prepare reports</li><li>Coordinate with housekeeping, maintenance, and other departments to meet guest needs promptly</li><li>Maintain accurate records of reservations, guest preferences, and billing information</li><li>Foster a welcoming atmosphere that promotes guest loyalty and positive reviews</li></ul>Qualifications<ul><li>Proven experience in hotel management or hospitality management roles with a focus on front desk operations</li><li>Bilingual or multilingual skills to communicate effectively with diverse guests</li><li>Strong customer service skills with the ability to handle challenging situations gracefully</li><li>Knowledge of hotel management software and multi-line phone systems</li><li>Experience with night audit procedures and guest relations management</li><li>Excellent communication skills, including phone etiquette and interpersonal interactions</li><li>Ability to lead a team, prioritize tasks, and work efficiently under pressure</li><li>Previous hotel or resort experience highly preferred</li></ul>Join us in creating exceptional guest experiences through energetic leadership and dedicated service. We value passionate professionals committed to hospitality excellence!Work Location: In person

Front Desk Manager

IHHC

Job Title: Front Desk Receptionist Location: Dubai, UAE Employment Type: Full-timeAbout Us: We are a leading aesthetic clinic in Dubai, offering advanced skin, beauty, and wellness treatments. We are seeking a dynamic, customer-focused individual who can combine front desk reception duties with proactive sales and lead management to help grow our client base.Key Responsibilities:<ul><li>Welcome clients warmly, manage check-ins/check-outs, and ensure a professional front desk experience.</li><li>Handle incoming calls, WhatsApp messages, emails, and online enquiries promptly and professionally.</li><li>Manage leads from all sources, ensuring timely follow-up to convert enquiries into bookings.</li><li>Maintain accurate appointment schedules and manage bookings using the clinic&rsquo;s CRM system.</li><li>Provide information on treatments, promotions, and packages to encourage bookings.</li><li>Upsell services and products to meet individual and clinic sales targets.</li><li>Build strong relationships with clients to ensure repeat business and referrals.</li><li>Handle payments, invoices, and basic administrative tasks.</li><li>Coordinate with the marketing team for lead campaigns and promotions.</li><li>Ensure the reception area is always clean, organised, and welcoming.</li></ul>Requirements:<ul><li>Previous experience in a front desk, receptionist, or customer service role (experience in aesthetics, hospitality, or luxury service is an advantage).</li><li>Proven sales or upselling skills with a track record of meeting targets.</li><li>Strong communication skills in English; Arabic is a plus.</li><li>Professional appearance and friendly, confident personality.</li><li>Ability to work under pressure and handle multiple tasks at once.</li><li>Proficient in MS Office and familiar with CRM systems.</li></ul>Job Type: Full-timeExperience:<ul><li>aesthetic clinic: 2 years (preferably)</li><li>with pleasing personality</li></ul>Please send cv to 0502632775 / jannette.manguinao@ihhc.aeJob Type: Full-timeApplication Question(s):<ul><li>What is your nationality ?</li></ul>Education:<ul><li>Bachelor's (Required)</li></ul>Experience:<ul><li>hospitality/healthcare customer service: 2 years (Required)</li></ul>Language:<ul><li>Arabic (Required)</li><li>English (Required)</li></ul>Work Location: In person

Clinic Female Receptionist

Marriott International

<div>The Role As the Front Office Manager, you oversee all front desk operations and guest service functions. You support staffing, training, performance, and service standards while ensuring a positive guest experience from arrival through departure. You work closely with hotel leadership to maintain productivity, accuracy, and exceptional service.
What You Will Be Doing<ul><li>
Lead daily front office operations, including staff supervision and scheduling
</li><li>Train, coach, and develop front desk and guest service team members
</li><li>Oversee check ins, check outs, reservations, and billing accuracy
</li><li>Resolve escalated guest concerns and service issues professionally
</li><li>Ensure compliance with hotel policies, brand standards, and procedures
</li><li>Monitor financial processes such as cash handling and end of day reporting
</li><li>Communicate effectively with housekeeping, engineering, and leadership
</li><li>Support hiring, performance reviews, and team development
</li><li>Maintain a welcoming, efficient, and service focused front office environment</li></ul>
Why You Will Love It Here<ul><li>
 Leadership role with daily guest impact
</li><li>Opportunities for growth within hotel operations
</li><li>Supportive, team oriented environment</li></ul>
Ready to Join the Team If you are ready to lead a high performing front office team and deliver exceptional guest service, we would love to meet you. Apply now.
EOE<h4 class="jobSectionHeader">
Qualifications</h4>
What Makes You You<ul><li>
Previous hotel front office leadership experience required
</li><li>Strong communication, leadership, and problem solving skills
</li><li>Organized, dependable, and detail oriented
</li><li>Comfortable using hotel systems, reporting tools, and front office processes
</li><li>Able to multitask and maintain professionalism under pressure
</li><li>Passionate about hospitality and creating excellent guest experiences</li></ul>
Flexible to work any shifts, including holidays and weekends.</div>
 
<div>You are a strong leader with excellent communication, organization, and hospitality skills. You understand front office operations inside and out and know how to create a welcoming and efficient guest experience. If you enjoy leading teams and ensuring smooth daily operations, keep reading.
The Role As the Front Office Manager, you oversee all front desk operations and guest service functions. You support staffing, training, performance, and service standards while ensuring a positive guest experience from arrival through departure. You work closely with hotel leadership to maintain productivity, accuracy, and exceptional service.
What You Will Be Doing<ul><li>
Lead daily front office operations, including staff supervision and scheduling
</li><li>Train, coach, and develop front desk and guest service team members
</li><li>Oversee check ins, check outs, reservations, and billing accuracy
</li><li>Resolve escalated guest concerns and service issues professionally
</li><li>Ensure compliance with hotel policies, brand standards, and procedures
</li><li>Monitor financial processes such as cash handling and end of day reporting
</li><li>Communicate effectively with housekeeping, engineering, and leadership
</li><li>Support hiring, performance reviews, and team development
</li><li>Maintain a welcoming, efficient, and service focused front office environment</li></ul>
Why You Will Love It Here<ul><li>
 Leadership role with daily guest impact
</li><li>Opportunities for growth within hotel operations
</li><li>Supportive, team oriented environment</li></ul>
Ready to Join the Team If you are ready to lead a high performing front office team and deliver exceptional guest service, we would love to meet you. Apply now.
EOE<h4 class="jobSectionHeader">
Qualifications</h4>
What Makes You You<ul><li>
Previous hotel front office leadership experience required
</li><li>Strong communication, leadership, and problem solving skills
</li><li>Organized, dependable, and detail oriented
</li><li>Comfortable using hotel systems, reporting tools, and front office processes
</li><li>Able to multitask and maintain professionalism under pressure
</li><li>Passionate about hospitality and creating excellent guest experiences</li></ul>
Flexible to work any shifts, including holidays and weekends.</div>

Assistant Front Office Manager

Xcede

<div>
 
 Leading Privately Held Financial Services Firm - Office &amp; Reception Manager &ndash; NYC
 
 
 
 
 
 We are seeking a highly polished &amp; organized Office &amp; Reception Manager to oversee day-to-day office operations and front desk management for a Leading Privately Held Financial Services Firm in their New York location.
 
 
 
 
 
 You would be supporting their Professional Services and Capital Solutions groups across two floors, ensuring a client-ready office environment, seamless visitor experience, and strong operational execution. You would lead office remodeling projects, furniture procurement, and vendor management to maintain a premium workplace experience.
 
 
 
 
 
 Overview:
 
 
 &bull; Manage front desk operations including visitor experience, guest registration, mail/package handling, and phone/email routing.
 
 
 &bull; Own daily facilities operations across two floors, maintaining a professional, clean, and fully functional office environment.
 
 
 &bull; Serve as primary liaison with building management and coordinate service requests, repairs, and maintenance.
 
 
 &bull; Oversee conference room readiness, meeting setup, catering coordination, and hospitality support for client-facing meetings.
 
 
 &bull; Manage office vendors (cleaning, pantry, catering, maintenance, security, supplies) and monitor service quality.
 
 
 &bull; Lead office remodeling, refresh, and improvement projects including planning, vendor sourcing, project coordination &amp; execution.
 
 
 &bull; Manage office furniture purchasing, including vendor selection, ordering, delivery coordination, and workspace setup.
 
 
 &bull; Support space planning, seating assignments, office moves, onboarding desk setup, and badge/access coordination.
 
 
 &bull; Partner with Finance/AP to manage invoices, purchase requests, and budget tracking for facilities and office operations.
 
 
 
 
 
 It is an established organization which is experiencing significant growth which offer competitive benefits &amp; growth potential.
 
 
 
</div>

Office Manager

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