Senior Officer - IT Service Desk

Fly Dubai; Dubai; On-site; AED 279,000 - 558,000; Full time

Job summary

flydubai seeks an experienced IT Service Desk Manager to lead the day-to-day operations of the IT service desk, guiding a team of technicians and ensuring alignment with organizational SLAs. The role involves incident and service request management, cross-team collaboration, and continual service improvements.

The ideal candidate will have 5–7 years in ITSM, strong English and Arabic communication, ITIL Practitioner certification, and hands-on experience with tools like ManageEngine ITSM and

Qualifications

• Bachelor's degree in Computer Science or Information Technology.
• 5–7 years of experience in IT service desk / ITSM.
• Fluent in English and Arabic.
• ITIL Practitioner certification.
• Experience with ITSM toolchains (e.g., ManageEngine, ServiceNow).

Responsibilities

• Oversee day-to-day operations of the IT service desk.
• Manage incident and service request management processes.
• Set and monitor SLAs and KPIs for call volume, response and resolution times.
• Identify and implement process improvements for efficiency and customer satisfaction.
• Coordinate with other IT teams to ensure smooth operations.
• Maintain and update the service desk policies and knowledge base.
• Provide after-hours support as needed.
• Generate monthly service desk performance reports.

Skills

English

Arabic

ITIL Practitioner

Education

Bachelor's Degree (3+ years)

Degree in Computer Science or Information Technology

Tools

ManageEngine ITSM

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.

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.