IT SUPPORT MANAGER
DBB Contracting LLC
Date: 3 hours ago
City: Dubai
Contract type: Full time
Job Description
INFORMATION TECHNOLOGY
Apply Now
- Manage and supervise Support leads handling day-to-day user issues.
- Act as point of escalation for end-user support beyond Service Desk resolution.
- Coordinate with Service Desk Manager for incident tracking, SLAs, and ticket closure.
- Work closely with Infrastructure Manager for escalated hardware, network, or server issues.
- Collaborate with Application Manager for escalated ERP, Oracle, or business application issues.
- Ensure timely resolution of incidents, service requests, and user onboarding activities.
- Monitor ticket queues, assign tasks, and enforce SLA compliance.
- Maintain knowledge base and ensure Level 1 engineers follow standard procedures.
- Conduct regular user feedback surveys to improve IT support quality.
- Train and mentor Level 1 engineers to handle common incidents independently.
- Provide reports on support metrics (ticket volume, resolution time, user satisfaction) to Head of IT.
- Assist in planning resource allocation for peak business periods (month-end, project go-lives).
- Manage and supervise Support leads handling day-to-day user issues.
- Act as point of escalation for end-user support beyond Service Desk resolution.
- Coordinate with Service Desk Manager for incident tracking, SLAs, and ticket closure.
- Work closely with Infrastructure Manager for escalated hardware, network, or server issues.
- Collaborate with Application Manager for escalated ERP, Oracle, or business application issues.
- Ensure timely resolution of incidents, service requests, and user onboarding activities.
- Monitor ticket queues, assign tasks, and enforce SLA compliance.
- Maintain knowledge base and ensure Level 1 engineers follow standard procedures.
- Conduct regular user feedback surveys to improve IT support quality.
- Train and mentor Level 1 engineers to handle common incidents independently.
- Provide reports on support metrics (ticket volume, resolution time, user satisfaction) to Head of IT.
- Assist in planning resource allocation for peak business periods (month-end, project go-lives).
INFORMATION TECHNOLOGY
Apply Now
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Assistant Finance and Business Support Manager at Crowne Plaza Dubai Marina
IHG Hotels & Resorts,
Dubai
3 hours ago
What's your passion? Whether you're into dancing, diving, or dominoes at IHG we're interested in YOU. We love people who apply the same amount of care and passion to their jobs as they do their hobbies - people who help us create great hotels guests love.Crowne Plaza Dubai Marina will be the perfect location that completely understands Modern business travelers....
Sales Specialist, Storage
Hewlett Packard Enterprise,
Dubai
5 hours ago
This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.Who We Are:Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud,...
Sales Manager
SCA Sistemas de Control y Automatización Neumática,
Dubai
5 hours ago
We are looking for a Sales Manager - Corporate for Grand Millennium Business Bay.As a Sales Manager, your primary responsibility is to drive and execute comprehensive sales strategies within your designated area. Your role goes beyond maximizing business opportunities; it involves strategic implementation and meticulous execution of sales action plans tailored to the specific needs of your assigned segments. With...
