Service Desk Supervisor – IT Operations & User Support

The International Free Zone Authority (IFZA); Dubai; On-site; AED 50,000 - 90,000; Full time

Job summary

Join a forward-thinking organization as a Service Desk Supervisor, where you'll lead a dynamic team in IT operations and user support. This role emphasizes efficient ticket management, coaching helpdesk analysts, and maintaining high service quality standards. You'll be at the forefront of ensuring user satisfaction through effective communication and problem-solving. With a multicultural environment and a commitment to innovation, this position offers a unique opportunity for career growth and development. If you're ready to make a significant impact in IT support, this is the perfect role for you.

Benefits

24 Annual Leave Days

Annual Flight Home

Life Insurance Plan

Medical Insurance Plan

Fazaa Discounts

Corporate Events Invitations

Ongoing Career Development

Qualifications

• Bachelor's degree in Computer Science or related field required.
• 3-5 years in IT support with supervisory experience preferred.

Responsibilities

• Supervise IT Service Desk and manage incoming tickets efficiently.
• Monitor ticket accuracy and ensure high user satisfaction.

Skills

ITIL Concepts

ITSM Tools

Windows OS Troubleshooting

Leadership Skills

Analytical Thinking

Education

Bachelor's Degree in Computer Science

3-5 Years of IT Support Experience

Tools

Service Desk Ticketing Systems

Job description

Service Desk Supervisor – IT Operations & User Support

The International Free Zone Authority (IFZA)

Industry: Business Setup & Free Zone Services
Function: IT Support & Service Management Helpdesk Operations
Salary: Negotiable
Gender: Any
Candidate Nationality: Any
Candidate Current Location: Any
Job Type: Full-time

What Does a Service Desk Supervisor Do?

As a Service Desk Supervisor at IFZA, you will oversee the ticket management lifecycle, ensure timely resolution of Level 1 and 2 incidents, and uphold IT service quality standards. You will also provide coaching to helpdesk analysts, deliver service reports, and maintain high user satisfaction through excellent communication and problem-solving.

What Are the Key Responsibilities?

1. Supervise the IT Service Desk, ensuring efficient handling of all incoming tickets
2. Generate management reports with recommendations for process or technology improvements
3. Provide direct Level 1 and Level 2 support for IT-related issues
4. Monitor and maintain ticket accuracy using an ITSM tool
5. Coach and train helpdesk staff in technical procedures and communication skills
6. Ensure proper IT asset assignment and upkeep within the system
7. Follow up on user satisfaction after ticket closures and work to reduce complaints
8. Coordinate with IT leadership to escalate and resolve critical issues
9. Maintain the IT Service Desk area welcoming and properly equipped, including screen updates
10. Maintain service desk documentation and knowledge base entries
11. Support the team with complex incidents and take ownership of service interruptions

What Skills Are Needed for a Service Desk Supervisor Role in Dubai?

Education and Experience:

• Bachelor's degree in Computer Science, Engineering, or related field (or equivalent industry experience)
• 3-5 years of experience in IT support, with at least 1-2 years in a supervisory role

Technical Competencies:

• Solid understanding of ITIL concepts (Incident, Request, Problem, and Change Management)
• Hands-on experience with ITSM tools and service desk ticketing systems
• Knowledge of Windows OS troubleshooting, remote support, and networking basics
• Strong documentation and reporting skills
• Familiarity with IT asset management and knowledge base systems

Soft Skills:

• Fluent verbal and written communication in English
• Strong leadership, training, and stakeholder management skills
• Analytical thinking and troubleshooting under pressure
• Professional, customer-focused attitude with a proactive approach

What Benefits Come with This Position?

• International, multicultural team environment (over 50 nationalities)
• 24 annual leave days
• Annual flight home
• Life insurance plan
• Medical insurance plan (upgradeable at own cost)
• Access to Fazaa discounts at fitness clubs, restaurants, cinemas, retail stores, and more
• Invitations to corporate events and team-building activities
• Ongoing career development and internal growth opportunities
• Company culture that values innovation and people

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The International Free Zone Authority (IFZA)