Team Lead Service Desk

edara; Dubai; On-site; AED 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Service Desk Manager to lead and enhance their technology support operations. In this pivotal role, you will manage a dedicated team, ensuring high-quality service delivery and colleague satisfaction. You will leverage your expertise in IT solutions and service desk management to drive continuous improvement and automation, while also maintaining compliance with organizational standards. If you are passionate about technology and team development, this is an exciting opportunity to make a significant impact in a dynamic environment.

Qualifications

• 5 years of experience managing service desk and team.
• ITIL V4 Foundation certified.
• Good understanding of IT solutions.

Responsibilities

• Oversee day-to-day operations of the Service Desk ensuring high quality of colleague satisfaction.
• Lead and develop the technology Service Desk team.
• Drive continuous improvement opportunities across the team.

Skills

Service Desk Management

Windows

Active Directory

HPSM

CRM

Beyond Trust

Remote Access

Netscaler VPN

Citrix

SharePoint

Education

Bachelor of Engineering (B.E) in Electronics & Communication

Tools

HPSM

CRM

Beyond Trust

Netscaler VPN

Citrix

SharePoint

Job description

Job Purpose

Effectively managing, developing, and supporting the Service Desk provision across EITC organization. Ensuring that the Service Desk performance provides a consistent and effective colleague experience, best supporting the business needs and based on delivery to agreed SLAs and KPIs

Key Accountabilities

• Oversee the day-to-day operations of the Service Desk ensuring a high level of quality of colleague satisfaction. This includes front line incident and request management.
• Lead, motivate, coach and further develop the technology Service Desk team. Lead the team to identify and develop innovative solutions to improve the technology experience across the Functional units.
• Manage and communicate SLAs to key stakeholders.
• Proactively provide reporting, metrics and insights for stakeholders, which includes analyzing data/usage of applications, incidents and requests to identify problems and proactively reduce incidents and request volumes.
• Drive continuous improvement opportunities across the team to further optimize service delivery, service levels, and colleague satisfaction. This includes actively seeking opportunities for automation and process efficiencies.
• Ensure relevant legislative and organizational requirements are met; keep up to date on all key changes to relevant regulations.

Qualification, experience and skills

• 5 years of experience managing service desk and team
• Good understanding of IT solutions
• Monitor tickets to ensure resolution
• Strong with Windows and Active Directory
• HPSM, CRM & Beyond Trust ticketing system
• Manage all endpoints including PC’s, laptops, MAC, printers and mobile
• Experience with remote access, Netscaler VPN, Citrix, SharePoint
• ITIL V4 Foundation certified.
• Ability to work with vendors.
• Bachelors of Engineering (B.E) in electronics & communication