L1 Support Service Manager (Bilingual Arabic & English) | Net2Source Inc. | Abu Dhabi

Tech Junction Ltd; Abu Dhabi; On-site; AED 120,000 - 180,000; Full time

Benefits offered by this job

On-site Abu Dhabi

Professional growth opportunities

Enterprise IT experience

Job summary

Net2Source Inc. in Abu Dhabi is seeking an L1 Support Service Manager to lead on-site service desk operations, triage tickets, and ensure ITSM compliance.

You will work with Jira to manage incidents, service requests, and SLA tracking, delivering rapid resolution while coordinating with cross‑functional teams in a bilingual Arabic/English environment. The role requires immediate joiners with valid on-site work authorization and a strong technical background in IT support frameworks, ready to

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related technical discipline.
• Minimum of 1+ years of progressive professional hands‑on experience in L1 technical support, application support, or helpdesk management.
• Strong, demonstrable operational proficiency in Jira ticket management systems and ITSM workflows.
• Comprehensive working knowledge and practical hands‑on experience with incident management, service requests, and SLA tracking.
• Proven ability to troubleshoot and resolve L1 support issues across distributed enterprise environments.
• Mandatory fluent communication skills in both Arabic and English (written and verbal).
• Strong analytical problem‑solving skills and effective stakeholder management capabilities.
• Immediate joiners only with personal visa preference (Family Sponsorship, Employment Visa with NOC, Golden Visa, etc.).
• Mandatory legal work authorization and physical availability for professional on‑site operations in Abu Dhabi, UAE.

Responsibilities

• Manage and triage L1 and application support service desks utilizing Jira ticket management systems.
• Enforce IT Service Management (ITSM) best practices, incident management protocols, and service request workflows.
• Troubleshoot, diagnose, and rapidly resolve complex L1 technical issues and application glitches.
• Monitor Service Level Agreements (SLAs), track ticket prioritization, and manage escalation pathways.
• Conduct fluent bilingual communications and technical support in both Arabic and English (mandatory requirement).
• Coordinate proactively with cross-functional IT infrastructure, development, and client stakeholder squads.
• Ensure strict adherence to enterprise service desk baselines, response time targets, and customer satisfaction metrics.
• Maintain meticulous service ticket logs, incident documentation, knowledge base articles, and operational runbooks.
• Participate actively in service desk reviews, ITIL process optimization, and team performance planning.
• Provide operational leadership, mentorship, and guidance to junior support engineers and helpdesk analysts.

Skills

Jira

ITSM

Incident management

SLA tracking

Bilingual Arabic & English

Leadership/mentorship

Education

Bachelor's degree in CS/IT/SE

Tools

Jira

ServiceNow

Zendesk

Confluence

Job description

Position Summary:

Driving advanced L1 support service management, IT service desk operations, and bilingual client communications in Abu Dhabi, UAE, Net2Source Inc. is actively seeking an experienced L1 Support Service Manager with 1+ years of relevant professional experience for a permanent full-time engagement, prioritizing immediate joiners with personal visa status (Family Sponsorship, Employment Visa with NOC, Golden Visa, etc.) and mandatory fluency in both Arabic and English. In this vital IT support leadership role, you will take full operational, tactical, and technical ownership of Jira ticket management, ITSM best practices, incident management, service requests, root-cause troubleshooting, SLA monitoring, ticket prioritization, and escalation workflows. Bringing deep technical proficiency in IT support frameworks and exceptional bilingual communication capabilities, you will empower an elite global IT staffing and recruitment corporation to achieve uncompromised service desk uptime, rapid incident resolution, and superior client satisfaction. This prestigious career opportunity offers competitive remuneration, enterprise client exposure, and professional growth within a leading global recruitment corporation.

Detailed Job Description:

As an L1 Support Service Manager supporting Net2Source Inc. on a professional on-site basis in Abu Dhabi, UAE, you will take full operational, tactical, and technical ownership of service desk ticket triage, incident management, ITSM compliance, and cross-functional engineering collaboration. Your day-to-day responsibilities include managing L1 and application support tickets utilizing Jira, enforcing IT Service Management (ITSM) frameworks, handling incident management and service requests, troubleshooting and resolving complex L1 technical issues, monitoring Service Level Agreements (SLAs), managing ticket prioritization and escalation pathways, conducting fluent bilingual communications in both Arabic and English with enterprise clients and internal engineering squads, collaborating proactively with technical recruitment leadership like Remya Nair at Net2Source Inc., adhering to strict corporate IT governance standards, and managing application requirements.

Key Responsibilities:

• Manage and triage L1 and application support service desks utilizing Jira ticket management systems.


• Enforce IT Service Management (ITSM) best practices, incident management protocols, and service request workflows.


• Troubleshoot, diagnose, and rapidly resolve complex L1 technical issues and application glitches.


• Monitor Service Level Agreements (SLAs), track ticket prioritization, and manage escalation pathways.


• Conduct fluent bilingual communications and technical support in both Arabic and English (mandatory requirement).


• Coordinate proactively with cross-functional IT infrastructure, development, and client stakeholder squads.


• Ensure strict adherence to enterprise service desk baselines, response time targets, and customer satisfaction metrics.


• Maintain meticulous service ticket logs, incident documentation, knowledge base articles, and operational runbooks.


• Participate actively in service desk reviews, ITIL process optimization, and team performance planning.


• Provide operational leadership, mentorship, and guidance to junior support engineers and helpdesk analysts.

Required Qualifications & Skills:

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related technical discipline.


• Minimum of 1+ years of progressive professional hands‑on experience in L1 technical support, application support, or helpdesk management.


• Strong, demonstrable operational proficiency in Jira ticket management systems and ITSM workflows.


• Comprehensive working knowledge and practical hands‑on experience with incident management, service requests, and SLA tracking.


• Proven ability to troubleshoot and resolve L1 support issues across distributed enterprise environments.


• Mandatory fluent communication skills in both Arabic and English (written and verbal).


• Strong analytical problem‑solving skills and effective stakeholder management capabilities.


• Immediate joiners only with personal visa preference (Family Sponsorship, Employment Visa with NOC, Golden Visa, etc.).


• Mandatory legal work authorization and physical availability for professional on‑site operations in Abu Dhabi, UAE.

Nice-to-Have Skills:

• Professional vendor certifications such as ITIL Foundation, CompTIA A+, or Microsoft Certified: Azure Fundamentals.


• Prior professional working experience supporting Tier-1 global telecommunications operators, financial institutions, or IT service providers in the Middle East.


• Hands‑on familiarity with ServiceNow, Zendesk, ITSM ticketing suites, and remote desktop troubleshooting tools.


• Experience utilizing enterprise agile tracking and IT service desk platforms (Jira, Confluence, ServiceNow).


• Active participation in IT service management user groups, support forums, or professional helpdesk associations.

Application Information:

• Recruiter: Net2Source Inc. Recruitment Division


• Contact Name: Remya Nair (Senior Recruitment Specialist at Net2Source Inc.)


• Email: [e-mail]


• Phone:


• Company Website: https://www.net2source.com


• Salary/Rate: Market Competitive / Enterprise IT Support Package


• Work Schedule: On-Site Professional Operations (Abu Dhabi, UAE)


• Deadline: Open until filled (Urgent Abu Dhabi L1 Support Opening)


• Notice Period: Immediate Joiners Only (No Notice Period Considered)


• Contract Duration: Permanent / Full-Time Employment

Recruitment Pro Tip:

When applying for this L1 Support Service Manager position with Net2Source Inc. in Abu Dhabi, ensure your resume explicitly highlights your Jira ITSM tenure, bilingual fluency in Arabic and English, and immediate personal visa availability.