IT Service Desk Team Lead
About This Role
Job Title: IT Service Desk Team Lead
Location: Dubai, UAE
Employment Type: Full-Time
Key Responsibilities:
- Lead activities of the Service Desk to diagnose and resolve client problems.
- Implement Service Desk Standard Operating Procedures
- Take escalated issues and resolve or refer to specialized expert as needed.
- Take overall responsibility for incident management and request fulfilment on the Service Desk.
- Keep Users regularly updated with Alerts advising of any new or changed information.
- Implement a Continuous Improvement Program with defined performance goals and metrics, and monthly reviews.
- Create and maintain an IT Service catalogue.
- Develop Service Level Agreements as needed.
- Answer Service Desk Calls as needed and work on trouble tickets.
- Develop new procedures to measure & enhance customer satisfaction.
- Achieve more than 95% customer service satisfaction.
- Prepare and manage the budget for the Service Desk operations.
- Provide Monthly Report on service delivery performance to Management
- Moderate travel to project sites may be required.
- Liaison with technical vendors.
- Expert in all aspects of the service desk manual
- Perform other duties and responsibilities as assigned or directed by the reporting Manager.
Requirements
- Bachelor’s degree in Information Technology or Computer Science.
- 4 or more years of hands-on experience providing service desk support in large complex environment governed with ITIL framework.
- 1-2 years of experience as Team Lead having Solid knowledge and understanding of Service Desk Operations and customer experience improvement.
- Should have UAE driving license
- ITSM & ITIL knowledge (incident, problem, change, SLAs, ticketing tools like ServiceNow/Jira)
- Microsoft 365 + Identity administration (M365, Entra ID/Azure AD, AD, MFA, Teams/Exchange basics)
- Endpoint & OS support (Windows 10/11 troubleshooting, Intune/SCCM, device compliance)
- Networking fundamentals (DNS, DHCP, TCP/IP, VPN, Wi-Fi troubleshooting)
- Security + escalation readiness (phishing awareness, EDR escalation process, access control basics, documentation/KB skills)
Job Type: Full-time
Work Location: In person
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