IT Support Team Lead

enoc; Dubai; On-site; AED 335,000 - 558,000; Full time

Job summary

ENOC in Dubai is seeking an IT Support Team Lead to take overall responsibility for Level 1 and Helpdesk support activities, ensuring secure, reliable and smooth operation of user support services.

You will lead a 24x7 L1 function, monitor system performance and availability, develop SOPs, coordinate training on new technologies, and contribute to IT security policy implementation. A Bachelor’s degree and ITIL are preferred, with 8+ years in IT infrastructure.

Qualifications

• Bachelor’s degree in CS, engineering or business or equivalent.
• ITIL certification preferred; PRINCE II/PMP a plus.
• Experience with Windows AD, DNS, HTTP/s, SSH, LDAP, DHCP.
• Strong understanding of TCP/IP and networking security concepts.
• Solid end-user support and IT security awareness.

Responsibilities

• Lead level 1 and helpdesk support ensuring 24x7 coverage.
• Develop and review SOPs to ensure controls and procedures are effective.
• Monitor system performance and availability; respond to incidents.
• Provide data and reports to IT Support Manager for planning.
• Coordinate training for new technologies and systems.
• Contribute to IT security policy implementation and risk management.

Skills

End user support management

IT infrastructure

Leadership / team management

Automation tools

Security awareness

Education

Bachelor’s degree in CS/Engineering/Business

ITIL certification

PRINCE II / PMP certification

Tools

Windows AD

DNS

HTTP/s

SSH

LDAP

DHCP

TCP/IP

Firewalls / Networking concepts

Job description

Job Title

IT Support Team Lead

Business

ENOC

Job Purpose

Take overall responsibility of Level 1 and Helpdesk support activities within ENOC to ensuring secure, reliable and smooth running of the user support function to maintain a high quality and availability for the IT services.

Principal Accountabilities

Strategy/Governance

• Manage the level 1 function and related support application landscape to ensure seamless, secure, effective and efficient operation for all end user support function within ENOC.


• Ensure the timely provision of data and reports to “IT support Manager”, recommend application technical operational improvements to support planning, vision and decision making to have continuous improvement of IT infrastructure services.

Operational

• Manage the level 1 and helpdesk support team productivity to achieve the agreed department / function KPI


• Manage and administer level 1 and helpdesk function, develop and review related SOP’s to ensure related controls, policies, and procedures are operating effectively.


• Make sure smooth running of 24*7 L1 support function along with All systems performance and availability monitoring


• Take a lead to provide immediate fix whenever user incidents are identified or reported.


• Coordinates training and orientation for new introduced technology and systems


• Contribute to the development of appropriate IT security policies, processes, systems, standards, procedures and internal controls related to application servers in line with the corporate IT Security framework.


• Identify and assess security risks and assist in implementing measures to manage and mitigate all identified risks and audit findings related to end user support function.


• Proactively monitor the delivery of the level 1 and helpdesk support function according to approved policies and procedures, user requests, SLA’s, and maintenance schedule.


• Develop and maintain a documented road map for level 1 and helpdesk support function, ensuring that these plans are understood and followed by members of the team.


• Any special assignment from line manager or IT senior management.

Financial Management

• Provide inputs into the GIT annual budget related to level 1 support services

People and Talent Management

• Manage team productivity to achieve the set KPI and service levels.


• Enhance and develop the team knowledge, skills, and performance.


• Manage level 1 and helpdesk support team to ensure coverage for in-hours and out of hours support is maintained.

Additional Principal Accountabilities

Cyber Information Security Responsibilities

• Comply with all applicable information security policies, standards, and procedures.


• Classify and protect information assets in accordance with the Data Classification Standard.


• Participate in mandatory information security awareness and training programs.


• Support information security initiatives and activities within the organization.


• Consider information security requirements when managing changes involving information assets.


• Report security incidents, vulnerabilities, weaknesses, or non-compliance in accordance with established procedures.


• Fulfil role‑specific information security responsibilities and contribute to maintaining the effectiveness of the Information Security Management System (ISMS).

Experience

Education

• Degree: Minimum Bachelor’s degree in Computer Science, Engineering or Business field or equivalent


• Having related professional Industry certifications will be a plus as well as project management certifications such as PRINCE II, PMP, etc.


• Preferred professional certifications: ITIL


• Solid understanding of technical application support and application security concept and requirements


• Working knowledge of windows AD, DNS, HTTP/s, SSH, LDAP, DHCP, etc.


• Strong understanding of TCP/IP, FW, networking protocols and security concepts.

Experience

• 8+ years of IT infrastructure experience with a focus on end user support management


• Strong knowledge and experience in end user support frameworks


• Strong knowledge and experience in managing 24*7 support team and shifts


• Strong problem solving and priorities skills


• Proven experience with end user technical support planning and development.


• Strong knowledge and experience in IT infrastructure concepts, frameworks and standards


• Proven experience with Application products from Oracle, SAP, IBM, Microsoft and others


• Work effectively under occasional high stress 24x7 on call conditions.


• Good communication and interpersonal skills


• Strong experience in automation tools related to application management