IT Operations & Support Team Lead

As an IT Operations and Support Team Lead, you will drive the IT operational team to provide effective and timely day-to-day support to Emirates Group and external clients. The role ensures a positive customer service experience and actively supports and complies with all corporate policies and procedures, ensuring that the support and operational activities are completed within agreed Service Level Agreements (SLAs) and with acceptable quality.

Your responsibilities include:

• Providing functional, technical, and process guidance to the IT support team
• Overseeing staff activities and planning/scheduling resource shifts and leave
• Developing daily, weekly, and monthly reports on support team performance
• Prioritizing, scheduling, and assigning operational tasks to ensure effective resource capacity management
• Assessing the nature of problems and resolving support issues
• Ensuring timely and accurate customer service
• Proactively suggesting and implementing customer service improvements

Requirements

• 5+ years of experience in Information Technology
• Degree or Honours (12+3 or equivalent)
• Experience in an IT operational-based environment and familiarity with service desk tools and technology (e.g., ITSM, remote access)
• Technical & Professional Certifications (MCSE, MCP, ITIL foundation, etc.) are advantageous
• Proven ability to deliver a high level of customer service
• Strong problem-solving skills and the ability to provide solutions

Salary & Benefits
Join us in a management role and enjoy an attractive tax-free salary. The position includes generous travel benefits, such as discounted flights and hotel stays worldwide, along with excellent leave and healthcare packages. Additional perks include transport benefits and life insurance.

Find out more about our employee benefits and what it's like to live and work in our cosmopolitan home city by visiting our website.