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!