IT Support Manager: SLA-Driven Escalation Lead

Dutco Group; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading technology firm in Dubai is seeking a qualified individual to manage and supervise support leads in handling user issues. This role involves coordinating with various managers for incident resolution, ensuring timely service delivery, and improving the quality of IT support. The candidate will also train and mentor Level 1 engineers, conduct user feedback surveys, and provide analytical reports on support metrics. Ideal for someone with strong IT support experience and leadership skills.

Responsibilities

• Manage and supervise Support leads handling day-to-day user issues.
• Act as point of escalation for end-user support beyond Service Desk resolution.
• Coordinate with Service Desk Manager for incident tracking, SLAs, and ticket closure.
• Work closely with Infrastructure Manager for escalated hardware, network, or server issues.
• Collaborate with Application Manager for escalated ERP, Oracle, or business application issues.
• Ensure timely resolution of incidents, service requests, and user onboarding activities.
• Monitor ticket queues, assign tasks, and enforce SLA compliance.
• Maintain knowledge base and ensure Level 1 engineers follow standard procedures.
• Conduct regular user feedback surveys to improve IT support quality.
• Train and mentor Level 1 engineers to handle common incidents independently.
• Provide reports on support metrics (ticket volume, resolution time, user satisfaction) to Head of IT.
• Assist in planning resource allocation for peak business periods (month-end, project go-lives).

Job description

A leading technology firm in Dubai is seeking a qualified individual to manage and supervise support leads in handling user issues. This role involves coordinating with various managers for incident resolution, ensuring timely service delivery, and improving the quality of IT support. The candidate will also train and mentor Level 1 engineers, conduct user feedback surveys, and provide analytical reports on support metrics. Ideal for someone with strong IT support experience and leadership skills.