Technical Support Manager

IC; Dubai; On-site; AED 335,000 - 502,000; Full time

Job summary

ICMarketsGlobal is seeking an experienced Technical Support Manager to lead and continuously improve our 24/7 Technical Support function in a business-critical environment. The role acts as a key link between IT teams and the business, owning ITSM processes and incident management.

You will manage a team, ensure SLA compliance, and drive incidents to resolution, collaborating closely with Infrastructure, Security, Engineering, and Platform teams.

Qualifications

• 5+ years of experience in IT Support/IT Operations.
• At least 2 years in a managerial role.
• Strong knowledge of ITSM/ITIL practices.
• Experience managing teams in high-availability or regulated environments.

Responsibilities

• Lead and manage the Technical Support team, ensuring high service quality and accountability.
• Own and operate ITSM processes: Incident, Problem, Change, and Service Request management.
• Act as the primary escalation point and lead major incident management.
• Ensure SLA compliance and timely resolution of critical issues.
• Drive continuous improvement through root-cause analysis and process optimisation.
• Collaborate with Infrastructure, Security, Engineering, and Platform teams.
• Maintain clear documentation, runbooks, and knowledge base articles.
• Monitor performance, report KPIs, and communicate service status to stakeholders.

Skills

Leadership

ITIL awareness

Stakeholder management

Incident management

Tools

Jira Service Management

ServiceNow

Job description

ICMarketsGlobalisoneofthemostrenownedForexCFDprovider,offeringtradingsolutionsforactivedaytradersandscalpersaswellastradersthatarenewtotheforexmarket.ICMarketsGlobaloffersitsclientscuttingedgetradingplatforms,lowlatencyconnectivityandsuperiorliquidity.

ICMarketsGlobalisrevolutionizingonlineforextrading.Tradersarenowabletogainaccesstopricingpreviouslyonlyavailabletoinvestmentbanksandhighnetworthindividuals.

OurmanagementteamhavesignificantexperienceintheForex,CFDandEquitymarketsinAsia,EuropeandNorthAmerica.Itisthisexperiencethathasenabledustoselectthebestpossibletechnologysolutionsandhandpicksomeofthebestpricingprovidersavailableinthemarket.

WeareseekinganexperiencedTechnicalSupportManagertoleadandcontinuously

improveourTechnicalSupportfunctionina24/7,business-criticalenvironment.Therole

isresponsibleforservicestability,incidentmanagement,andoperationalexcellence,acting

asakeylinkbetweenITteamsandthebusiness.

Responsibilities:

• Lead and manage the Technical Support team, ensuring high service quality andaccountability
• Own and operate ITSM processes: Incident, Problem, Change, and Service Request management
• Actastheprimaryescalationpointandleadmajorincidentmanagement
• EnsureSLAcomplianceandtimelyresolutionofcriticalissues
• Drivecontinuousimprovementthroughrootcauseanalysisandprocessoptimisation
• CollaboratecloselywithInfrastructure,Security,Engineering,andPlatformteams
• Maintaincleardocumentation,runbooks,andknowledgebasearticles
• Monitorperformance,reportKPIs,andcommunicateservicestatustostakeholders

Qualifications:

• 5+years’experienceinITSupport/ITOperations,withatleast2yearsinamanagerialrole
• StrongknowledgeofITSM/ITILpractices
• Experiencemanagingsupportteamsinahigh-availabilityorregulatedenvironment
• Hands-onexperiencewithITSMtools(e.g.JiraServiceManagement,ServiceNow)
• Excellentleadership,communication,andstakeholder-managementskills
• Ability to remain calm and decisive during high-pressure incidents