IT Team Lead

Position: IT Team Lead

Location: Ras Al Khaimah, UAE

Employment Type: Full-time

Compensation: Competitive base salary + performance-based bonus

Were looking for a proactive and experienced IT Team Lead to oversee and drive our technical support operations in Ras Al Khaimah. This role is ideal for a hands-on leader who thrives in dynamic environments, excels at problem-solving, and is passionate about mentoring a team to deliver exceptional IT service.

Key Responsibilities

•

Lead, motivate, and mentor the IT support team to achieve operational excellence and individual growth.

•

Manage day-to-day support activities, ensuring timely issue resolution and strict adherence to SLAs.

•

Act as the primary escalation point for complex or critical technical incidents, coordinating with internal experts or external vendors when necessary.

•

Develop and maintain IT operational procedures, documentation, and best practices to improve service quality and efficiency.

•

Plan and manage team schedules to ensure consistent service coverage.

•

Monitor performance metrics, analyze support trends, and implement process improvements to enhance customer satisfaction.

•

Identify skill gaps, arrange training, and promote continuous professional development within the team.

Requirements

•

Fluency in English with excellent written and verbal communication skills.

•

Proven experience in IT support or service management, including incident, request, and problem management.

•

Strong leadership background with experience supervising teams and conducting performance evaluations.

•

Proficiency with key IT support tools (ticketing systems, remote support platforms, knowledge bases).

•

Strong troubleshooting, analytical, and organizational skills with the ability to manage multiple priorities.

•

Familiarity with IT policies, compliance standards, and industry best practices.

•

Data-driven mindset with the ability to interpret metrics and drive improvement initiatives.

What We Offer

•

Competitive salary with performance-based bonuses.

•

Paid training to ensure alignment with company standards and systems.

•

Comprehensive private health insurance.

•

Clear career progression opportunities within a global technology-driven organization.

•

Supportive and collaborative work culture and more!