Service Desk Supervisor – IT Operations and User Support

The International Free Zone Authority (IFZA); Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading company in Dubai is seeking a Service Desk Supervisor to manage the IT Service Desk, ensuring high-quality support and user satisfaction. You will lead a team, oversee ticket management, and drive improvements in service delivery. The role requires strong leadership skills and a solid understanding of ITIL concepts. Join a diverse team and enjoy benefits like annual leave, medical insurance, and ongoing career development opportunities.

Benefits

24 annual leave days

Annual flight home

Life insurance plan

Medical insurance plan (upgradeable at own cost)

Access to Fazaa discounts

Invitations to corporate events

Ongoing career development

Qualifications

• 3-5 years of experience in IT support, with at least 1-2 years in a supervisory role.

Responsibilities

• Supervise the IT Service Desk, ensuring efficient handling of all incoming tickets.
• Generate management reports with recommendations for improvements.
• Provide direct Level 1 and Level 2 support for IT-related issues.

Skills

Communication

Leadership

Analytical Thinking

Education

Bachelor's degree in Computer Science

Bachelor's degree in Engineering

Tools

ITSM tools

Service Desk Ticketing Systems

Job description

Service Desk Supervisor – IT Operations and User Support

The International Free Zone Authority (IFZA)

What Does a Service Desk Supervisor Do?

As a Service Desk Supervisor at IFZA, you will oversee the ticket management lifecycle, ensure timely resolution of Level 1 and 2 incidents, and uphold IT service quality standards. You will also provide coaching to helpdesk analysts, deliver service reports, and maintain high user satisfaction through excellent communication and problem-solving.

What Are the Key Responsibilities?

1. Supervise the IT Service Desk, ensuring efficient handling of all incoming tickets
2. Generate management reports with recommendations for process or technology improvements
3. Provide direct Level 1 and Level 2 support for IT-related issues
4. Monitor and maintain ticket accuracy using an ITSM tool
5. Coach and train helpdesk staff in technical procedures and communication skills
6. Ensure proper IT asset assignment and upkeep within the system
7. Follow up on user satisfaction after ticket closures and work to reduce complaints
8. Coordinate with IT leadership to escalate and resolve critical issues
9. Keep the IT Service Desk area welcoming and properly equipped, including screen updates
10. Maintain service desk documentation and knowledge base entries
11. Support the team with complex incidents and take ownership of service interruptions

What Skills Are Needed for a Service Desk Supervisor Role in Dubai?

Education and Experience:

• Bachelor's degree in Computer Science, Engineering, or related field (or equivalent industry experience)
• 3-5 years of experience in IT support, with at least 1-2 years in a supervisory role

Technical Competencies:

• Solid understanding of ITIL concepts (Incident, Request, Problem, and Change Management)
• Hands-on experience with ITSM tools and service desk ticketing systems
• Knowledge of Windows OS troubleshooting, remote support, and networking basics
• Strong documentation and reporting skills
• Familiarity with IT asset management and knowledge base systems

Soft Skills:

• Fluent verbal and written communication in English
• Strong leadership, training, and stakeholder management skills
• Analytical thinking and troubleshooting under pressure
• Professional, customer-focused, proactive attitude

What Benefits Come with This Position?

• International, multicultural team environment (over 50 nationalities)
• 24 annual leave days
• Annual flight home
• Life insurance plan
• Medical insurance plan (upgradeable at own cost)
• Access to Fazaa discounts at fitness clubs, restaurants, cinemas, retail stores, and more
• Invitations to corporate events and team-building activities
• Ongoing career development and internal growth opportunities
• A forward-thinking company culture valuing innovation and people

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