IT Team Lead

David Kennedy Recruitment is working with a leading B2B solution provider who are looking to recruit an IT Team Lead for their offices in Ras Al Khaimah.

Position: IT Team Lead

Location: Ras Al Khaimah UAE

Employment type: Full-time

Remuneration: Base salary

DUTIES AND RESPONSIBILITIES:

• Lead motivate and manage the IT support team setting clear objectives conducting performance reviews and supporting career development.
• Lead guide and support a technical support team setting performance goals conducting evaluations and fostering professional growth.
• Oversee daily support operations including issue tracking incident resolution and adherence to service level agreements (SLAs).
• Serve as an escalation point for complex or critical technical issues coordinating with specialized teams or vendors when needed.
• Manage team schedules ensuring adequate coverage and continuity of support services.
• Establish and maintain operational procedures documentation and best practices to enhance efficiency and service quality.
• Identify skill gaps and training needs providing mentorship and technical guidance to team members.
• Track and analyze support metrics user satisfaction data and performance reports to drive continuous improvement initiatives.

REQUIREMENTS:

• Fluent in English with strong proficiency in both written and spoken communication
• Proven experience in a technical support or IT service environment with a solid understanding of incident and request management processes.
• Demonstrated leadership experience including team supervision performance management and employee development.
• Proficiency with common support and collaboration tools such as ticketing systems remote assistance platforms and knowledge management systems.
• Strong analytical troubleshooting and problem-solving skills for both technical and operational challenges.
• Excellent communication interpersonal and organizational abilities with a capacity to manage multiple tasks under pressure.
• Understanding of relevant organizational policies industry standards and compliance requirements related to IT operations.
• Ability to interpret performance data and implement targeted improvements to enhance service delivery.

BENEFITS:

• Competitive salary with bonus opportunities based on performance
• Paid training to familiarise with the companys high standards and procedures
• Private Health Insurance for comprehensive medical coverage
• Opportunities to advance within a global tech company
• And many others!!!