Service Desk Team Lead – ITSM & Operations

Whitehats; Dubai; On-site; AED 240,000 - 360,000; Full time

Job summary

Whitehats LLC in the United Arab Emirates (Dubai) seeks an experienced Service Desk Team Lead / Service Delivery Lead to drive efficient support operations across remote, field, and onsite engineers. You will own ITSM processes, ticketing workflows, SLAs, and customer satisfaction, coordinating with Sales, Procurement, and vendor partners.

The role requires a technically capable leader who can guide engineers, manage escalations, and ensure a consistently high standard of service for our

Qualifications

• Bachelor's degree in IT or related field.
• Minimum 5+ years IT support/infrastructure experience.
• Minimum 2+ years in a team lead or senior support role.
• Experience with MSP/SI providers is mandatory.
• Experience managing remote and field support engineers preferred.
• Strong knowledge of ITSM principles and service desk operations.

Responsibilities

• Lead and manage the day-to-day operation of the Whitehats Service Desk.
• Coordinate remote, field and onsite engineers and ensure SLA compliance.
• Review tickets for quality, urgency, and proper documentation; drive escalation where needed.
• Develop and optimize ITSM processes, workflows, and automation to improve efficiency.
• Produce performance dashboards and reports for management and customers.
• Maintain strong customer communication and ensure high service quality and satisfaction.

Skills

IT leadership

ITSM

SLA management

Team coordination

Vendor coordination

Customer communication

Incident management

Escalation management

Remote/onsite coordination

Education

Bachelor's degree in IT

Tools

ITSM platforms

Job description

Whitehats LLC in the United Arab Emirates (Dubai) seeks an experienced Service Desk Team Lead / Service Delivery Lead to drive efficient support operations across remote, field, and onsite engineers. You will own ITSM processes, ticketing workflows, SLAs, and customer satisfaction, coordinating with Sales, Procurement, and vendor partners.

The role requires a technically capable leader who can guide engineers, manage escalations, and ensure a consistently high standard of service for our