Information Technology Support Manager

Confidentiel; Dubai; On-site; AED 254,000 - 304,000; Full time

Job summary

Confidentiel in Dubai, UAE seeks an IT Support Manager to lead IT support operations across retail stores, warehouses, and corporate office. You will ensure high availability of Microsoft Dynamics 365 ERP, retail systems, store tech, and end-user services.

The role drives operational excellence, manages support teams and vendors, and monitors KPIs to minimize business disruption during trading hours and peak periods. Requires 15+ years in IT support and 5+ years in retail leadership.

Qualifications

• 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.
• Knowledge of ITIL/ITSM practices.

Responsibilities

• Own incident, problem, change, and service request management processes.
• Ensure SLAs, service availability, and user satisfaction targets are met.
• Drive continuous improvement to enhance system reliability and user experience.
• Manage support teams and vendors across stores, warehouses, and offices.

Skills

Leadership

Stakeholder management

Problem-solving

Communication

Team coaching

Tools

Microsoft Dynamics 365

Microsoft 365

Azure

ITSM/ITIL

Job description

Role: IT Support Manager

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