IT Team Leader

ARRISE; Ras Al Khaimah; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading software development company is seeking an IT Team Leader to manage and support their IT team in delivering high-quality technical services. This role involves leading daily operations, managing escalations, and driving performance improvements through effective resource management. The ideal candidate will have extensive IT support experience, strong leadership skills, and proven problem-solving abilities. Join to be part of a global team dedicated to excellence in the iGaming industry.

Qualifications

• Proven experience in IT support with strong understanding of incident and service request management.
• Leadership and team management experience, able to conduct performance reviews.
• Proficiency in IT support tools including ticketing systems.

Responsibilities

• Lead and manage the IT support team, setting objectives and conducting performance reviews.
• Oversee daily IT operations, ensuring adherence to SLAs.
• Act as a point of escalation for complex issues.

Skills

IT support experience

Leadership skills

Problem-solving abilities

Communication skills

Analytical skills

Tools

Ticketing systems

Remote support tools

Job description

Job Purpose

The IT Team Leader is responsible for managing, mentoring, and guiding the IT support team to ensure the efficient delivery of technical support services. This role oversees daily support operations, ensures service excellence through effective resource management, and drives continuous improvement in processes and performance.

Key Responsibilities

• Lead, motivate, and manage the IT support team, setting clear objectives, conducting performance reviews, and supporting career development.
• Oversee day‑to‑day IT support operations, including ticket management, incident resolution, and ensuring adherence to SLAs.
• Act as a point of escalation for complex or high‑priority issues, coordinating with higher‑level technical teams as necessary.
• Manage team schedules, shifts, and coverage to maintain consistent support availability.
• Develop and implement best practices, procedures, and documentation to improve support efficiency and service quality.
• Identify training needs, provide technical guidance, and ensure ongoing skill development within the team.
• Monitor performance metrics, analyze reports, and gather user feedback to identify and implement service improvements.

Requirements

• Proven experience in IT support with a strong understanding of incident and service request management.
• Demonstrated leadership and team management skills with experience conducting one‑on‑one and team meetings.
• Proficiency with IT support tools, including ticketing systems, remote support tools, and knowledge bases.
• Strong problem‑solving, analytical, and troubleshooting abilities for resolving technical and process‑related issues.
• Excellent communication and interpersonal skills with the ability to handle multiple priorities and work under pressure.
• Familiarity with organizational policies, industry standards, and regulatory compliance in IT operations.
• Ability to analyze performance data and translate insights into actionable improvements.

Nice to Have

• Experience in staff selection and participation in performance appraisals.
• Knowledge of current IT industry trends and emerging technologies.
• Background in developing or maintaining technical training materials.
• Experience in implementing automation or efficiency‑enhancing tools in IT support operations.

Ready to Elevate Your Career? Join ARRISE Today!

About Us

ARRISE is a leading supplier of player‑favorite content to the iGaming industry. We are a software development and services company delivering end‑to‑end digital solutions. Headquartered in Gibraltar, with offices around the world—including Malta, Romania, India, Canada, and Bulgaria—we are a global team of over 5,000 talented individuals with decades of experience across multiple industries and professions. Together, we form a cross‑functional powerhouse driven to deliver.