Senior Officer - IT Service Desk

flydubai; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

flydubai is seeking an experienced IT Service Desk Manager to oversee day-to-day operations of the IT service desk and manage a team of technicians providing technical support to employees. The role focuses on incident and service request management, SLA attainment, and collaboration with other IT teams to ensure reliable IT services across the organization.

The ideal candidate has 5–7 years in IT service management, ITIL Practitioner certification, and fluency in English and Arabic.

Qualifications

• Bachelor's degree required (3+ years) in a related field.
• Degree in Computer Science or Information Technology.
• Fluency in English and Arabic.
• Experience with ITSM systems (Manage Engine, Summit IT, ServiceNow).
• 5–7 years of relevant experience.
• ITIL Practitioner certification.

Responsibilities

• Develops and maintains incident and service requests management processes.
• Sets and monitors SLAs and KPIs (call volume, response times, resolution times).
• Identifies opportunities to improve service desk efficiency and effectiveness.
• Communicates with stakeholders including senior management and other departments.
• Coordinates with other IT teams to ensure smooth IT operations.
• Develops and enforces service desk policies and procedures.
• Implements process improvements to boost efficiency and customer satisfaction.
• Maintains and updates knowledge base for service desk technicians.
• Manages high-severity incidents including post-incident reviews.
• Oversees user access management in applications and Active Directory.
• Analyzes trends in service desk requests and prepares monthly reports.
• Provides after-hours support as needed.
• Administers and maintains ITSM tool customization and automation.

Skills

English & Arabic

Customer Focus

Teamwork

Education

Bachelor's Degree in CS/IT

Degree in Computer Science or IT

Tools

Manage Engine

Summit IT

ServiceNow

Job description

MAIN OBJECTIVE OF ROLE

To oversee the day-to-day operations of flydubai’s IT service desk which includes managing a team of IT service desk technicians who provide technical support to the organization's employees, managing the service desk's incident and service requests management processes, and ensuring that the service desk meets or exceeds the organization's service level agreements.

MAIN OBJECTIVE OF ROLE

To oversee the day-to-day operations of flydubai’s IT service desk which includes managing a team of IT service desk technicians who provide technical support to the organization's employees, managing the service desk's incident and service requests management processes, and ensuring that the service desk meets or exceeds the organization's service level agreements.

Key Responsibilities

• Develops and maintains incident and service requests management processes and ensuring that the service desk adheres to these processes.
• Sets and monitors service level agreements and key performance indicators for the service desk, such as call volume, missed calls, response times, and resolution times.
• Identifies areas for improvement in the service desk's operations and makes recommendations for changes to improve efficiency and effectiveness.
• Communicating with stakeholders, including senior management and other departments, to ensure that the service desk's operations align with the organization's goals.
• Coordinates and collaborates with other IT teams, such as network and security teams, to ensure the smooth operation of the service desk and the organization's IT systems.
• Develops and recommends service desk policies and procedures and oversees its implementation.
• Identifying and implementing process improvements to increase efficiency and customer satisfaction.
• Develops and updates the knowledge base used by the service desk technicians.
• Manages all high severity incidents including post incident review of major incidents.
• Supervises user access management on applications, Office 365 Admin Center and active directory service for users & groups creation, deletion, and suspension.
• Analyses trends in Service Desk requests and generate statistical monthly report.
• Provides after office hours support as needed.
• Administers and maintains agility in ITSM tool customization, and automation.

Qualifications

• Bachelor's Degree (3+ years)
• Degree in Computer Science or Information Technology
• Fluent in English & Arabic
• ITSM system, Manage Engine, Summit IT, ServiceNow
• Years with qualifications: 5 - 7 years
• ITIL Practitioner certification

COMPETENCIES

• Customer Focus
• Teamwork
• Effective Communication
• Personal Accountability & Commitment to achieve
• Resilience & Flexibility (Can do attitude)

Isr Requirements

Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day-to-day business operations.