IT Support Lead: Drive Service Excellence & Operations

Mirage; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

Mirage is seeking an experienced IT Operations Lead to oversee day-to-day IT support across offices and project sites in Dubai. You will supervise the team, manage SLAs, and ensure timely escalation handling and service quality.

The role focuses on process improvements, onboarding/offboarding coordination, and reporting on performance metrics, with UAE experience preferred and ITIL certification advantageous.

Qualifications

• Bachelor’s degree or Diploma in Information Technology or related field.
• 7-8 years’ IT support experience, including 1-2 years in a lead or supervisory role.
• Strong knowledge of Windows environments, Microsoft 365, Active Directory and networking fundamentals.
• Experience managing helpdesk ticketing systems and support workflows.
• UAE experience preferred.
• ITIL Foundation or relevant technical certifications are an advantage.

Responsibilities

• Supervise and coordinate the daily activities of the IT support team.
• Ensure and Manage Service Level Agreement.
• Ensure business continuity by leading and providing efficient IT Operation support.
• Monitor helpdesk tickets to ensure requests and incidents are resolved within agreed service levels.
• Act as the first point of escalation for support issues that cannot be resolved by junior staff.
• Coach, train and support the development of IT support team members.
• Maintain and improve IT support processes, documentation and knowledge base articles.
• Coordinate IT support coverage across offices and project sites, including site mobilizations.
• Liaise with the IT Manager on recurring issues, system risks and improvement opportunities.
• Support onboarding and offboarding processes, ensuring timely equipment and access provisioning.
• Track and report on support team performance metrics.
• Update IT SOPs, Policies as per the release and change management.
• Assist with minor infrastructure and business application support tasks as required

Skills

IT Leadership

Windows & M365

Active Directory

Networking fundamentals

Helpdesk ticketing systems

Staff coaching

Education

Bachelor's or Diploma in IT

Tools

ITSM tools

Microsoft 365 Admin Center

DNS/DHCP/AD

Job description

Mirage is seeking an experienced IT Operations Lead to oversee day-to-day IT support across offices and project sites in Dubai. You will supervise the team, manage SLAs, and ensure timely escalation handling and service quality.

The role focuses on process improvements, onboarding/offboarding coordination, and reporting on performance metrics, with UAE experience preferred and ITIL certification advantageous.