Service Desk Supervisor – IT Operations & User Support Job Vacancy in UAE Dubai
Posted date [2025-04-02]
(ID: 34115)
 |
The International Free Zone Authority (IFZA) offers Free Zone licenses based on an assortment of scalable business set-up solutions, covering thousands of Professional and Commercial business activities.
International Free Zone Authority\'s dedicated team can help you expand your operations to the UAE and join the world’s most successful international companies. The International Free Zone Authority offers a spectrum of flexible business set-up solutions that can optimise the benefits of the UAE’s strategic location, world-class infrastructure and business- and tax-friendly environment. Operating hand-in-hand with more than 400 local and international company formation specialists, The International Free Zone Authority provides competitive packages, efficient service and up-to-date knowledge on rules and regulations to ensure that its client’s business foundation is laid timely and securely.... |
Service Desk Supervisor – IT Operations & User Support
IFZA Dubai is seeking an experienced Service Desk Supervisor to lead the day-to-day operations of its IT Helpdesk. This role is ideal for IT professionals with strong technical skills, hands-on experience in ticketing systems, and the ability to manage and guide a team in delivering top-tier user support services.
Job Location: Dubai, United Arab Emirates
Industry: Business Setup & Free Zone Services
Function: IT Support & Service Management – Helpdesk Operations
Salary: Negotiable
Gender: Any
Candidate Nationality: Any
Candidate Current Location: Any
Job Type: Full-time
What Does a Service Desk Supervisor Do?
As a Service Desk Supervisor at IFZA, you will oversee the ticket management lifecycle, ensure timely resolution of Level 1 and 2 incidents, and uphold IT service quality standards. You will also provide coaching to helpdesk analysts, deliver service reports, and maintain high user satisfaction through excellent communication and problem-solving.
What Are the Key Responsibilities?
- Supervise the IT Service Desk, ensuring efficient handling of all incoming tickets
- Generate management reports with recommendations for process or technology improvements
- Provide direct Level 1 and Level 2 support for IT-related issues
- Monitor and maintain ticket accuracy using an ITSM tool
- Coach and train helpdesk staff in technical procedures and communication skills
- Ensure proper IT asset assignment and upkeep within the system
- Follow up on user satisfaction after ticket closures and work to reduce complaints
- Coordinate with IT leadership to escalate and resolve critical issues
- Keep the IT Service Desk area welcoming and properly equipped, including screen updates
- Maintain service desk documentation and knowledge base entries
- Support the team with complex incidents and take ownership of service interruptions
What Skills Are Needed for a Service Desk Supervisor Role in Dubai?
Education and Experience:
- Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent industry experience)
- 3–5 years of experience in IT support, with at least 1–2 years in a supervisory role
Technical Competencies:
- Solid understanding of ITIL concepts (Incident, Request, Problem, and Change Management)
- Hands-on experience with ITSM tools and service desk ticketing systems
- Knowledge of Windows OS troubleshooting, remote support, and networking basics
- Strong documentation and reporting skills
- Familiarity with IT asset management and knowledge base systems
Soft Skills:
- Fluent verbal and written communication in English
- Strong leadership, training, and stakeholder management skills
- Analytical thinking and the ability to troubleshoot under pressure
- Professional, customer-focused mindset with a proactive attitude
What Benefits Come with This Position?
- International, multicultural team environment (over 50 nationalities)
- 24 annual leave days
- Annual flight home
- Life insurance plan
- Medical insurance plan (upgradeable at own cost)
- Access to exclusive Fazaa discounts at fitness clubs, restaurants, cinemas, retail stores, and more
- Invitations to corporate events and team-building activities
- Ongoing career development and internal growth opportunities
- A forward-thinking company culture that values innovation and people
About the Company
The International Free Zone Authority (IFZA) offers Free Zone licenses based on an assortment of scalable business set-up solutions, covering thousands of Professional and Commercial business activities.
International Free Zone Authority\'s dedicated team can help you expand your operations to the UAE and join the world’s most successful international companies.
The International Free Zone Authority offers a spectrum of flexible business set-up solutions that can optimise the benefits of the UAE’s strategic location, world-class infrastructure and business- and tax-friendly environment.
Operating hand-in-hand with more than 400 local and international company formation specialists, The International Free Zone Authority provides competitive packages, efficient service and up-to-date knowledge on rules and regulations to ensure that its client’s business foundation is laid timely and securely.
IFZA Dubai is seeking an experienced Service Desk Supervisor to lead the day-to-day operations of its IT Helpdesk. This role is ideal for IT professionals with strong technical skills, hands-on experience in ticketing systems, and the ability to manage and guide a team in delivering top-tier user support services.
Job Location: Dubai, United Arab Emirates
Industry: Business Setup & Free Zone Services
Function: IT Support & Service Management – Helpdesk Operations
Salary: Negotiable
Gender: Any
Candidate Nationality: Any
Candidate Current Location: Any
Job Type: Full-time
What Does a Service Desk Supervisor Do?
As a Service Desk Supervisor at IFZA, you will oversee the ticket management lifecycle, ensure timely resolution of Level 1 and 2 incidents, and uphold IT service quality standards. You will also provide coaching to helpdesk analysts, deliver service reports, and maintain high user satisfaction through excellent communication and problem-solving.
What Are the Key Responsibilities?
- Supervise the IT Service Desk, ensuring efficient handling of all incoming tickets
- Generate management reports with recommendations for process or technology improvements
- Provide direct Level 1 and Level 2 support for IT-related issues
- Monitor and maintain ticket accuracy using an ITSM tool
- Coach and train helpdesk staff in technical procedures and communication skills
- Ensure proper IT asset assignment and upkeep within the system
- Follow up on user satisfaction after ticket closures and work to reduce complaints
- Coordinate with IT leadership to escalate and resolve critical issues
- Keep the IT Service Desk area welcoming and properly equipped, including screen updates
- Maintain service desk documentation and knowledge base entries
- Support the team with complex incidents and take ownership of service interruptions
What Skills Are Needed for a Service Desk Supervisor Role in Dubai?
Education and Experience:
- Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent industry experience)
- 3–5 years of experience in IT support, with at least 1–2 years in a supervisory role
Technical Competencies:
- Solid understanding of ITIL concepts (Incident, Request, Problem, and Change Management)
- Hands-on experience with ITSM tools and service desk ticketing systems
- Knowledge of Windows OS troubleshooting, remote support, and networking basics
- Strong documentation and reporting skills
- Familiarity with IT asset management and knowledge base systems
Soft Skills:
- Fluent verbal and written communication in English
- Strong leadership, training, and stakeholder management skills
- Analytical thinking and the ability to troubleshoot under pressure
- Professional, customer-focused mindset with a proactive attitude
What Benefits Come with This Position?
- International, multicultural team environment (over 50 nationalities)
- 24 annual leave days
- Annual flight home
- Life insurance plan
- Medical insurance plan (upgradeable at own cost)
- Access to exclusive Fazaa discounts at fitness clubs, restaurants, cinemas, retail stores, and more
- Invitations to corporate events and team-building activities
- Ongoing career development and internal growth opportunities
- A forward-thinking company culture that values innovation and people
About the Company
The International Free Zone Authority (IFZA) offers Free Zone licenses based on an assortment of scalable business set-up solutions, covering thousands of Professional and Commercial business activities.
International Free Zone Authority\'s dedicated team can help you expand your operations to the UAE and join the world’s most successful international companies.
The International Free Zone Authority offers a spectrum of flexible business set-up solutions that can optimise the benefits of the UAE’s strategic location, world-class infrastructure and business- and tax-friendly environment.
Operating hand-in-hand with more than 400 local and international company formation specialists, The International Free Zone Authority provides competitive packages, efficient service and up-to-date knowledge on rules and regulations to ensure that its client’s business foundation is laid timely and securely.
