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Software Support Manager – ITSM & Client Operations Leadership Job Vacancy in UAE Abdu Dhabi
Posted date [2025-04-10]
(ID: 34249)
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Dicetek is a global IT Solutions and Services Company founded in 2006, headquartered in Singapore. We are expanding our global network while delivering cost-effective consulting services. Our operational offices are located in India, UAE, Singapore, and the USA.
Focusing on various sectors including Banking & Financial Services, Telecom, Government, Oil & Gas, Logistics, Supply Chain, Real Estate, and Manufacturing, we offer top-notch Information Technology Solutions and Professional Consulting Services. We have built a solid reputation in the technology industry for exceptional service, guided by our core values of integrity, thought leadership, and excellence in the ever-evolving IT landscape. We aim to foster lasting relationships with our clients, prioritizing their satisfaction as a key performance indicator. This commitment has positioned us as a preferred partner for many. With over a decade of experience, we have a proven track record in consulting across diverse technical roles and industries. Our specialized team of over 1,200 IT Consultants combines international expertise with in-depth local market knowledge.... |
Software Support Manager – ITSM & Client Operations Leadership
We are seeking a results-driven Software Support Manager to lead our technical support team and ensure the highest level of client satisfaction across our software product offerings. This role requires a proactive leader with a background in IT service management, customer support strategy, and operational excellence.
Job Location: Dubai, United Arab Emirates
Industry: Information Technology & Services
Function: Software Support / IT Service Management
Salary: Negotiable
Gender: Any
Candidate Nationality: Any
Candidate Current Location: Any
What Does a Software Support Manager Do?
The Software Support Manager oversees the software support function to ensure efficient issue resolution, superior customer service, and strong collaboration with internal teams. This role bridges technical support and client engagement to maintain service excellence and continuous improvement.
What Are the Key Responsibilities?
Team Leadership and Management:
- Lead, coach, and mentor a team of software support professionals
- Conduct regular performance reviews and encourage skill development
- Manage team schedules, workload distribution, and resource planning
Client Support:
- Ensure prompt and accurate responses to all customer inquiries and issues
- Escalate critical incidents to relevant departments for swift resolution
- Track and analyze support metrics to identify service gaps and improvements
Operational Efficiency:
- Implement ITSM tools and optimize support workflows
- Maintain a comprehensive support knowledge base and user documentation
- Ensure support tools and software are effectively utilized for service delivery
Collaboration and Communication:
- Act as a liaison between support, product development, and QA teams
- Communicate bugs, feature requests, and customer feedback to stakeholders
- Report on support trends, KPIs, and strategic outcomes to senior leadership
Continuous Improvement:
- Stay updated on the latest trends in support operations and customer service
- Organize training for support staff on new software features and service techniques
- Gather client feedback to enhance support strategy and product usability
What Skills Are Needed for a Software Support Manager Role in Dubai?
Education:
- Bachelor’s degree in Computer Science, Engineering, or related discipline
- ITIL or ISO20000 certification preferred
Experience:
- Minimum of 8 years of professional experience in technical support or IT services
- Proven leadership experience in a support or operations environment
- Hands-on experience with ITSM tools such as BMC Remedy
- Preferred: 3+ years of SAP application testing experience
- Knowledge of the Tax domain is an advantage
Technical & Soft Skills:
- Strong analytical skills and a passion for process improvement
- Excellent communication and interpersonal abilities
- Experience developing documentation, training, and support content
- Ability to manage cross-functional collaboration and escalate issues effectively
- Customer-focused mindset with a drive for service excellence
What Benefits Come with This Position?
- Strategic leadership role within a fast-paced tech environment
- Opportunity to shape customer support experience and operational models
- Competitive compensation and professional growth potential
- Exposure to cross-departmental collaboration and product development cycles
- Work with advanced ITSM tools and enterprise systems
About the company
Dicetek is a global IT solutions and services company, incorporated in 2006, with headquarters in Singapore. With a strong presence in India, UAE, Singapore, and the USA, Dicetek provides high-value IT consulting, solutions, and professional services across multiple verticals, including banking and financial services, telecom, government, oil & gas, logistics, supply chain, and manufacturing.
With more than 16 years of experience, Dicetek has established a solid reputation in the technology industry for delivering innovative solutions and maintaining high service excellence. The company is known for its integrity, thought leadership, and commitment to helping businesses navigate the evolving world of information technology.
Dicetek\'s specialist team of IT consultants combines international expertise with in-depth knowledge of the local market, ensuring tailored IT solutions that drive business success.
To explore the latest job opportunities, visit: https://dicetek.talentrecruit.com/career-page.
We are seeking a results-driven Software Support Manager to lead our technical support team and ensure the highest level of client satisfaction across our software product offerings. This role requires a proactive leader with a background in IT service management, customer support strategy, and operational excellence.
Job Location: Dubai, United Arab Emirates
Industry: Information Technology & Services
Function: Software Support / IT Service Management
Salary: Negotiable
Gender: Any
Candidate Nationality: Any
Candidate Current Location: Any
What Does a Software Support Manager Do?
The Software Support Manager oversees the software support function to ensure efficient issue resolution, superior customer service, and strong collaboration with internal teams. This role bridges technical support and client engagement to maintain service excellence and continuous improvement.
What Are the Key Responsibilities?
Team Leadership and Management:
- Lead, coach, and mentor a team of software support professionals
- Conduct regular performance reviews and encourage skill development
- Manage team schedules, workload distribution, and resource planning
Client Support:
- Ensure prompt and accurate responses to all customer inquiries and issues
- Escalate critical incidents to relevant departments for swift resolution
- Track and analyze support metrics to identify service gaps and improvements
Operational Efficiency:
- Implement ITSM tools and optimize support workflows
- Maintain a comprehensive support knowledge base and user documentation
- Ensure support tools and software are effectively utilized for service delivery
Collaboration and Communication:
- Act as a liaison between support, product development, and QA teams
- Communicate bugs, feature requests, and customer feedback to stakeholders
- Report on support trends, KPIs, and strategic outcomes to senior leadership
Continuous Improvement:
- Stay updated on the latest trends in support operations and customer service
- Organize training for support staff on new software features and service techniques
- Gather client feedback to enhance support strategy and product usability
What Skills Are Needed for a Software Support Manager Role in Dubai?
Education:
- Bachelor’s degree in Computer Science, Engineering, or related discipline
- ITIL or ISO20000 certification preferred
Experience:
- Minimum of 8 years of professional experience in technical support or IT services
- Proven leadership experience in a support or operations environment
- Hands-on experience with ITSM tools such as BMC Remedy
- Preferred: 3+ years of SAP application testing experience
- Knowledge of the Tax domain is an advantage
Technical & Soft Skills:
- Strong analytical skills and a passion for process improvement
- Excellent communication and interpersonal abilities
- Experience developing documentation, training, and support content
- Ability to manage cross-functional collaboration and escalate issues effectively
- Customer-focused mindset with a drive for service excellence
What Benefits Come with This Position?
- Strategic leadership role within a fast-paced tech environment
- Opportunity to shape customer support experience and operational models
- Competitive compensation and professional growth potential
- Exposure to cross-departmental collaboration and product development cycles
- Work with advanced ITSM tools and enterprise systems
About the company
Dicetek is a global IT solutions and services company, incorporated in 2006, with headquarters in Singapore. With a strong presence in India, UAE, Singapore, and the USA, Dicetek provides high-value IT consulting, solutions, and professional services across multiple verticals, including banking and financial services, telecom, government, oil & gas, logistics, supply chain, and manufacturing.
With more than 16 years of experience, Dicetek has established a solid reputation in the technology industry for delivering innovative solutions and maintaining high service excellence. The company is known for its integrity, thought leadership, and commitment to helping businesses navigate the evolving world of information technology.
Dicetek\'s specialist team of IT consultants combines international expertise with in-depth knowledge of the local market, ensuring tailored IT solutions that drive business success.
To explore the latest job opportunities, visit: https://dicetek.talentrecruit.com/career-page.
