IT Team Lead

Careerxtra; Ras Al Khaimah; On-site; AED 240,000 - 420,000; Full time

Benefits offered by this job

Paid training

Career progression

Global organization

Job summary

Careerxtra in Ras Al Khaimah, UAE, seeks an experienced IT Team Lead to oversee our technical support operations. You will lead a hands-on team, drive incident resolution, and ensure service levels are met across the organization.

You will mentor staff, develop IT procedures, and coordinate with vendors to maintain system performance, security, and reliability while fostering a culture of continuous improvement and customer-focused service excellence.

Qualifications

• Fluent English with excellent written and verbal communication skills.
• Proven IT support or service-management experience, including incident and problem management.
• Strong leadership background supervising teams and conducting evaluations.
• Familiarity with IT policies, compliance standards and best practices.
• Data-driven mindset with ability to interpret metrics and drive improvements.

Responsibilities

• Lead, motivate, and mentor the IT support team to achieve operational excellence and growth.
• Manage day-to-day support activities, ensuring timely issue resolution and SLAs.
• Serve as escalation point for complex incidents, coordinating with internal experts or vendors.
• Develop and maintain IT procedures, documentation, and best practices.
• Plan and manage team schedules to maintain consistent service coverage.
• Monitor performance metrics, analyze trends, and implement improvements.
• Identify skill gaps and arrange training to promote ongoing development.

Skills

English proficiency

Leadership experience

IT service management

Troubleshooting

Analytical thinking

Multi-priority management

Data-driven mindset

IT policies & compliance

Tools

Ticketing systems

Remote support platforms

Knowledge bases

Job description

Position: IT Team Lead
Location: Ras Al Khaimah, UAE
Employment Type: Full-time
Compensation: Competitive base salary + performance-based bonus

Were looking for a proactive and experienced IT Team Lead to oversee and drive our technical support operations in Ras Al Khaimah. This role is ideal for a hands‑on leader who thrives in dynamic environments, excels at problem‑solving, and is passionate about mentoring a team to deliver exceptional IT service.

Key Responsibilities

Lead, motivate, and mentor the IT support team to achieve operational excellence and individual growth.

Manage day-to-day support activities, ensuring timely issue resolution and strict adherence to SLAs.

Act as the primary escalation point for complex or critical technical incidents, coordinating with internal experts or external vendors when necessary.

Develop and maintain IT operational procedures, documentation, and best practices to improve service quality and efficiency.

Plan and manage team schedules to ensure consistent service coverage.

Monitor performance metrics, analyze support trends, and implement process improvements to enhance customer satisfaction.

Identify skill gaps, arrange training, and promote continuous professional development within the team.

Requirements

Fluency in English with excellent written and verbal communication skills.

Proven experience in IT support or service management, including incident, request, and problem management.

Strong leadership background with experience supervising teams and conducting performance evaluations.

Proficiency with key IT support tools (ticketing systems, remote support platforms, knowledge bases).

Strong troubleshooting, analytical, and organizational skills with the ability to manage multiple priorities.

Familiarity with IT policies, compliance standards, and industry best practices.

Data‑driven mindset with the ability to interpret metrics and drive improvement initiatives.

What We Offer

Competitive salary with performance-based bonuses.

Paid training to ensure alignment with company standards and systems.

Clear career progression opportunities within a global technology-driven organization.

Supportive and collaborative work culture and more!