Lead and enhance IT service delivery operations at our Dubai office. Responsible for end-user support, managing IT service processes, coordinating with global IT teams, and ensuring smooth, secure, and efficient IT operations. This role balances strategic IT service management with hands‑on execution, focusing on service quality, operational excellence, and alignment with business goals.
Key ResponsibilitiesIT Service Management & Operations
- Serve as the primary IT contact for the Dubai office, coordinating with business departments, global IT, and external vendors.
- Lead local IT service operations, ensuring SLA compliance, high service availability, and excellent end-user experience.
- Oversee helpdesk and incident management processes, ensuring timely and effective issue resolution.
- Maintain IT documentation, service reports, and knowledge base articles.
- Support IT audits, risk assessments, and business continuity planning.
- Administer and monitor Microsoft 365 (Exchange, SharePoint, MS Teams) and other enterprise SaaS tools like Jira, Confluence, and Git Hub.
- Manage endpoint protection and antivirus solutions to maintain security and compliance standards.
- Manage IT assets and device lifecycle (Mac Books, iPhones) leveraging Mosyle/Intune MDM solutions.
Process Improvement & ITSM Best Practices
- Ensure consistent application of ITSM best practices (Incident, Request, Change, Problem Management).
- Collaborate with the global IT team to implement security, compliance, and automation initiatives.
- Drive continuous improvement of IT service delivery, efficiency, and end-user satisfaction.
Required
- 5+ years of experience in IT operations or service delivery, with at least 2 years in a senior or ITSM-focused role.
- Proven experience with ITSM frameworks such as ITIL v4, and practical experience managing IT processes (Incident, Change, Asset, etc.).
- Strong understanding of macOS and iOS environments, with experience in device management via Mosyle or similar MDM solutions.
- Hands‑on experience with Microsoft 365 administration (Azure AD, Exchange Online, SharePoint).
- Experience managing endpoint protection and antivirus tools (e.g., Kaspersky, Defender for Endpoint).
- Excellent communication, stakeholder management, and problem‑solving skills.
- Ability to lead initiatives, influence decisions, and work in a fast‑paced, global environment.
- Fluent in English; additional languages are a plus.
Nice to Have
- ITIL v4 Foundation or Intermediate certification.
- Experience with Jira Service Management or other ITSM platforms.
- Knowledge of scripting or automation tools (, Power Shell, Bash).
- Experience in vendor and contract management.
- Familiarity with security and compliance frameworks (ISO 27001, SOC2).
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