We are looking for an experienced IT Service Desk Team Lead to oversee end-user support operations within a fast-paced aviation environment in Dubai.

In this role, you will manage the daily activities of the service desk team, ensuring efficient handling of incidents, service requests, and user access management while consistently meeting SLA targets. You will act as the key point of escalation, collaborating with infrastructure and application teams to resolve complex technical issues and minimize downtime.

You will also be responsible for enhancing service delivery through continuous process improvement, maintaining accurate knowledge base documentation, and leveraging reporting insights to identify trends and root causes. This position blends hands-on technical expertise with leadership and IT service management best practices, making it ideal for someone who thrives in high-pressure, 24/7 operational settings.

Requirements (Refined)

• 5–8+ years of experience in IT support or service desk roles
• 1–3 years in a team lead or supervisory capacity
• Strong understanding of ITIL-based service management practices
• Experience with ticketing systems and end-user support (Windows, Microsoft 365, hardware, and basic networking)
• Proven ability to manage SLAs, escalations, and stakeholder expectations
• Experience in aviation, transport, or other 24/7 operational environments is an advantage
• ITIL certification preferred
• Excellent communication skills and ability to remain calm under pressure
• Strong analytical and problem-solving mindset

Salary

AED 16,000 – 24,000 per month (inclusive of fixed allowances)