Service Desk Team Lead

Posted 2 months ago by mselect
Location Dubai, United Arab Emirates Job Type
Salary Sector IT
mselect is looking to hire a Service Desk Team Lead for an international technology client in Dubai, UAE. Candidates must have a minimum of 8 years of IT experience and be fluent in English.
This role’s main focus is to support technology usage and adoption for clients’ software projects with excellent technical skills such as (ITIL , DevOps, software development and a great customer services attitude). This Service desk technical lead role will provide pivotal support for the projects whilst also working as part of a global team to deliver clients’ service improvement initiatives. This role is based in UAE office.
  • Deliver a flexible, high quality technical support by phone, email and in person
  • Provision of an excellent standard of application and systems support to all client as part of the support team
  • Create requests, change, incident and problem management tickets utilizing the ITIL best practices
  • Priorities, diagnose and resolve incidents according to agreed procedures
  • Head up a team that provides 24/7 technical support
  • Take ownership of customer issues and follow problems through to resolution
  • Ensure high levels of customer service, technical expertise, productivity, efficiency, and quality
  • Proactive engagement with support team, software architect, DevOps team and software developers to surface requirements and user experience so that we can develop flexible and innovative ways to support our projects
  • Participate in the delivery of projects, services and training
  • Provide appropriate levels of coaching and mentoring to ensure the team have the relevant knowledge and skills to deliver our global service
  • Recommend changes to processes and technologies to improve support
  • Demonstrate high levels of personal organization to ensure deadlines are met effectively
  • Shares information and ideas in a timely, clear and productive manner with management, support team and other technical resources
Key Qualifications
  • 8 years of IT Experience
  • 6 years of ITIL
  • 2 years of DevOps
  • 2 years of Software Development
  • 2 years of Incident management
  • ITIL Certificate is a plus
  • PMP Certificate is a plus
  • Fluency in English
  • Bachelor degree in computer science or relevant field
*Only applicants meeting the strict criteria outlined above will be contacted as part of the shortlisting process.

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