Lead Service Desk, Emirates Integrated Telecommunication Company

  • Full time
  • Dubai, UAE
  • Posted 10 months ago
  • 5000-13000 AED / Month

Emirates Integrated Telecommunications Company

The Emirates Integrated Telecommunications Company (EITC) presently has job opening for suitably qualified candidate for position of a Lead Service Desk. The candidate will be required to work at Dubai International Academic City. This job was posted on 6 Sep 2023 and is now open for desirous candidates to apply.

Job Purpose of A Lead Service Desk

To provide leadership and oversight for service desk team, ensuring efficient resolution of IT related issues and exceptional customer support.

Job Duties of A Lead Service Desk

  • Oversee the day to day operations of the Service Desk ensuring a high level of quality and colleague satisfaction. This includes front line incident & request management.
  • Lead, motivate, coach and further develop the technology service desk team.
  • Lead the team to identify & develop innovative solutions to improve technology experience across the functional units.
  • Manage and communicate SLAs to key stakeholders.
  • Proactively provide reporting, metrics and insights for stakeholders, which includes analyzing data / usage of applications, incidents and requests to identify problems and proactively reduce incidents & request volumes.
  • Develop & implement strategy, standards and procedures for the Service Desk and other related services.
  • Handle all incidents and service requests effectively across each channel within agreed SLAs to deliver colleague satisfaction.
  • Drive improvement opportunities across the team to further optimize service delivery, service levels and colleague satisfaction.
  • Ensure relevant legislative & organizational requirements are met, keep up to date on all key changes to relevant regulations.

Who Can Apply?


  • Bachelor of Engineering (B.E) in electronics & communication.


  • 5 years of experience managing service desk.

Skills & Knowledge Desired

  • Proven ability to lead large transformation projects.
  • Ability to lead teams and groups.
  • Strong negotiation and facilitation skills.
  • Proven track record of managing vendors.
  • Proven track record in governance and financial management.
  • Strong management skills in a multi-cultural and multi-national environment.
  • Good understanding of IT solutions.
  • Strong with windows and active directory.
  • HPSM, CRM & Beyond Trust ticketing system
  • Manage all endpoints including PC’s, laptops, MAC, printers and mobile.
  • Experience with remote access, Netscaler VPN, Citrix, SharePoint.
  • ITIL V4 Foundation certified.
  • Ability to work with vendors

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