Technical Support Team Lead: Mentor, Escalations & SLAs

Global Payment Holding Company; Dubai; On-site; AED 120,000 - 160,000; Full time

Job summary

A leading payments technology firm in Dubai is seeking a Technical Support Team Lead to oversee support operations and manage a skilled team. The ideal candidate will have over four years of experience in technical support, with at least two years in a management role. Responsibilities include supervising the support team, managing customer inquiries, and ensuring high-quality support. This role offers a competitive salary and benefits package, including medical coverage and annual leave.

Benefits

Tier 1 medical insurance for team member and dependents

25 days annual holiday

Global career progression opportunities

Wellbeing initiatives and social events

Qualifications

• 4+ years of experience in a Technical Support role.
• 2+ years in a Management role.
• Proven experience in managing a service and support-focused team.

Responsibilities

• Oversee the day-to-day operations of the Support Team.
• Provide direct supervision of the technical support staff.
• Mentor and provide oversight and training to the technical support staff.
• Manage and report on all incoming technical support inquiries.

Skills

Technical support

Team management

Communication

Problem-solving

Analytical skills

Education

Masters degree in information technology or a related field

Tools

Operating systems

Web services

API

SaaS

Job description

A leading payments technology firm in Dubai is seeking a Technical Support Team Lead to oversee support operations and manage a skilled team. The ideal candidate will have over four years of experience in technical support, with at least two years in a management role. Responsibilities include supervising the support team, managing customer inquiries, and ensuring high-quality support. This role offers a competitive salary and benefits package, including medical coverage and annual leave.