Technical Manager - IT Infra

Intertec Softwares; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading IT services provider in Dubai is seeking a Manager to supervise the technical support team and direct operations for managed services. You will ensure adherence to service-level agreements (SLAs) and promote a culture of continuous improvement while being the primary liaison for key clients. The ideal candidate will have a strong background in IT service operations and compliance with industry standards. This role involves strategic planning, budget management, and enhancing operational efficiency.

Responsibilities

• Supervise and provide mentorship to the team of technical support engineers.
• Direct the technical operations team in delivering managed IT services.
• Oversee and manage the incident escalation process.
• Continuously develop and enhance operational processes to improve service efficiency.
• Serve as the primary liaison for key client accounts.
• Administer change management protocols.
• Measure and report on critical performance indicators (KPIs).
• Coordinate with various departments to meet client needs.
• Establish and manage operational budgets.
• Contribute to strategic planning initiatives.
• Ensure all operations comply with regulatory requirements.
• Promote a culture of continuous improvement.

Job description

• Supervise and provide mentorship to the team of technical support engineers and systems administrators fostering professional growth and ensuring that all service-level agreements (SLAs) are met with high standards of client service.
• Direct the technical operations team in delivering comprehensive managed IT services guaranteeing adherence to client requirements, industry standards, and the organization's internal guidelines.
• Oversee and manage the incident escalation process ensuring rapid issue resolution and implementing proactive problem management strategies to prevent recurring issues and minimize client impact.
• Continuously develop and enhance operational processes to improve service efficiency, uphold consistent delivery standards and ensure compliance with ITIL best practices.
• Serve as the primary liaison for key client accounts handling escalations with professionalism and facilitating proactive communication and detailed reporting to maintain high levels of customer satisfaction.
• Administer change management protocols by ensuring that all infrastructure and application modifications are documented, authorized and communicated according to established policies and industry best practices.
• Measure and report on critical performance indicators (KPIs) including response times, resolution times and client satisfaction. Use these metrics to pinpoint areas of improvement and optimize service quality.
• Coordinate with various departments such as project management, sales and product development to meet client needs, align expectations and devise innovative service solutions.
• Establish and manage operational budgets ensuring resource allocation aligns with demand while maintaining a focus on cost‑efficiency and maximizing value.
• Contribute to strategic planning initiatives identifying opportunities to enhance service offerings and supporting the development of new managed services to meet emerging client needs.
• Ensure all operations comply with regulatory requirements, internal policies and risk‑management guidelines maintaining a secure and compliant environment for client services.
• Promote a culture of continuous improvement encouraging team input on operational enhancements and introducing innovative solutions to improve efficiency and client satisfaction.

Required Experience

Manager