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 company’s high standards and procedures
• Private Health Insurance for comprehensive medical coverage
• Opportunities to advance within a global tech company
• And many others!!!