Information Technology Support Manager
Full Job Posting
Location: Dubai, UAE
Salary: AED 25,000pm + benefits + bonus
Lead and manage IT support operations across retail stores, warehouses, and corporate office, ensuring high availability of Microsoft Dynamics 365 ERP, retail systems, store technology, and end-user services.
The role is responsible for delivering reliable IT services, driving operational excellence, managing support teams and vendors, and ensuring minimal disruption to business operations.
Key Responsibilities
*Service & Operations Management*
- Own incident, problem, change, and service request management processes.
- Ensure agreed SLAs, service availability, and user satisfaction targets are achieved.
- Drive continuous improvement initiatives to enhance system reliability, support efficiency, and user experience.
*Microsoft Dynamics 365 & Retail Systems Support*
- Manage support for Microsoft Dynamics 365 ERP, Retail Planning, warehouse management and other applications.
- Ensure stability of POS, warehouse inventory, supply chain, finance, and store operations systems.
Store, Warehoue & e-commerce Technology Support
- Oversee support for POS devices, payment systems, printers, scanners, networks, and store infrastructure.
- Ensure business continuity during trading hours and peak sales periods.
- Support technology infrastructure for e-commerce fulfilment centres including click & collect, ship from store and direct to customer fulfilment models.
*Team & Vendor Management*
- Lead the Wowmart support team consisting of EUC, L1 and L2 support for infrastructure, network, applications & integrations and manage escalation processes.
- Develop team capability through coaching, mentoring, and training.
Governance & Reporting
- Monitor operational KPIs including SLA compliance, MTTR, system availability, and incident trends.
- Ensure adherence to IT security, compliance, and operational standards.
Required Experience
- 15+ years of IT support and operations experience. 5+ years in a leadership role within retail or multi-site operations. Strong experience supporting Microsoft Dynamics 365 ERP.
- Technical Skills - Microsoft Dynamics 365 (Finance, Supply Chain, Retail/Commerce), Microsoft 365 and Azure and ITSM / ITIL practices
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