IT Service Ops Leader - ITIL-Driven, 24/7 Service Desk

Staff Connect Information Technology Consultants; Dubai; On-site; AED 200,000 - 280,000; Full time

Job summary

Staff Connect Information Technology Consultants in Dubai is seeking a Manager for IT Service Operations to lead the operational backbone of the Infrastructure Cybersecurity function. You will oversee service desk operations, incident management, and change management while driving continual service improvement through data analysis.

The ideal candidate has 8–12 years of experience in IT service operations, strong ITIL knowledge, and is a team leader committed to achieving service excellence.

Qualifications

• 8–12 years of progressive experience in IT service operations, ITSM, or IT infrastructure operations.
• At least 3–5 years leading service desk, operations, or ITSM teams.
• Demonstrated experience implementing or maturing ITIL‑aligned practices.

Responsibilities

• Own the end‑to‑end ITSM framework ensuring consistent service delivery across all locations.
• Lead Major Incident Management process with formal escalation and proper communications.
• Lead a team across service desk, field support, and operations.

Skills

IT service operations

ITIL practices

Monitoring and observability tooling

Team leadership

Education

Bachelor's degree in Computer Science, IT, Engineering

ITIL v4 Foundation certification

Tools

Enterprise ITSM platforms

Job description

Staff Connect Information Technology Consultants in Dubai is seeking a Manager for IT Service Operations to lead the operational backbone of the Infrastructure Cybersecurity function. You will oversee service desk operations, incident management, and change management while driving continual service improvement through data analysis.

The ideal candidate has 8–12 years of experience in IT service operations, strong ITIL knowledge, and is a team leader committed to achieving service excellence.