Network Service Delivery Manager

Remotedxb; Dubai; On-site; AED 201,000 - 357,000; Full time

Job summary

New Era Technology in Dubai is seeking a Senior Network Support Lead to guide and grow a team of network engineers. You will oversee training, performance management, and ensure services meet SLTs.

This role requires strong knowledge across hardware, OS, networking, connectivity, and SaaS, plus the ability to manage high volumes of tickets and coordinate client escalations.

Join a global technology provider delivering end-to-end solutions at scale and help drive KPIs and service improvements.

Qualifications

• Strong broad-based knowledge of hardware, operating systems, networking products, connectivity, and SaaS.
• Effective communication with stakeholders.
• Ability to prioritize a high volume of support work.
• Proven leadership skills to motivate and build a support team.
• Ownership and accountability for engineering outcomes.

Responsibilities

• Lead and manage a team of Network support engineers, including training, mentoring, and performance management.
• Ensure timely and effective delivery of Network support services in accordance with SLTs.
• Monitor and manage the support ticketing system to ensure efficient issue resolution.
• Act as the primary point of contact for client escalations and participate in the on-call escalation process.
• Implement and track KPIs to measure and improve service performance.
• Provide technical guidance and support to the team for complex issues.

Skills

Hardware knowledge

Operating systems

Networking products

Connectivity

SaaS

Stakeholder communication

Prioritization

Leadership

Accountability

Education

Bachelor's degree in Information Technology, Computer Science, or a related field

ITIL certification

Relevant technical certifications

Tools

ConnectWise

Job description

Responsibilities

• Lead and manage a team of Network support engineers, including training, mentoring, and performance management
• Ensure timely and effective delivery of Network support services in accordance with SLTs
• Monitor and manage the support ticketing system to ensure efficient issue resolution
• Act as the primary point of contact for client escalations and participate in the on-call escalation process
• Implement and track KPIs to measure and improve service performance
• Provide technical guidance and support to the team for complex issues

Requirements

• Strong broad-based knowledge of hardware, operating systems, networking products, connectivity, and SaaS
• Ability to communicate effectively and professionally with stakeholders
• Ability to assess and prioritize a high volume of support work
• Proven leadership skills with the ability to motivate and build a support team
• Ownership and accountability for engineering team outcomes

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field
• 3-5 years of experience in IT support services with at least 2 years in a leadership role
• Experience with Managed Service Providers (MSP)
• Proficiency with ticketing systems, preferably ConnectWise
• ITIL certification
• Relevant technical certifications

About the Company

New Era Technology is a global team of over 3,000 professionals committed to securely connecting people, places, and information with end-to-end technology solutions at scale.