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indeed

IT Service Desk Team Lead

Venco Imtiaz Contracting Co
Dubai, UAE
Fulltime
Senior
3 months ago
Scala
Free

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Key Responsibilities

  • Lead activities of the Service Desk to diagnose and resolve client problems.

• Implement Service Desk Standard Operating Procedures

  • Take escalated issues and resolve or refer to specialized expert as needed.
  • Take overall responsibility for incident management and request fulfilment on the Service Desk.
  • Keep Users regularly updated with Alerts advising of any new or changed information.
  • Implement a Continuous Improvement Program with defined performance goals and metrics, and monthly reviews.
  • Create and maintain an IT Service catalogue.
  • Develop Service Level Agreements as needed.
  • Answer Service Desk Calls as needed and work on trouble tickets.
  • Develop new procedures to measure & enhance customer satisfaction.
  • Achieve more than 95% customer service satisfaction.
  • Prepare and manage the budget for the Service Desk operations.
  • Provide Monthly Report on service delivery performance to Management
  • Moderate travel to project sites may be required.
  • Liaison with technical vendors.
  • Expert in all aspects of the service desk manual
  • Perform other duties and responsibilities as assigned or directed by the reporting Manager.

Requirements

  • Bachelor’s degree in Information Technology or Computer Science.
  • 4 or more years of hands-on experience providing service desk support in large complex environment governed with ITIL framework.
  • 1-2 years of experience as Team Lead having Solid knowledge and understanding of Service Desk Operations and customer experience improvement.
  • Should have UAE driving license
  • ITSM & ITIL knowledge (incident, problem, change, SLAs, ticketing tools like ServiceNow/Jira)
  • Microsoft 365 + Identity administration (M365, Entra ID/Azure AD, AD, MFA, Teams/Exchange basics)
  • Endpoint & OS support (Windows 10/11 troubleshooting, Intune/SCCM, device compliance)
  • Networking fundamentals (DNS, DHCP, TCP/IP, VPN, Wi-Fi troubleshooting)
  • Security + escalation readiness (phishing awareness, EDR escalation process, access control basics, documentation/KB skills)

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