Technical IT Service Support Specialist
1 week ago
Job DescriptionThe role of IT Service Desk Manager is to oversee and coordinate the overseas operations of the service desk, ensuring timely and efficient support to customers.This includes hands-on ticket management, smart ticket routing, and team leadership to ensure smooth operations of the service desk.The IT Team Leader will log, track, and assign tickets, make routing decisions, and ensure proper communication with customers and engineers.Record and log incoming tickets in the ITSM/ticketing system.Monitor and manage the service desk queue in real time.Assign tickets to the right engineers based on skills, workload, and availability.Apply smart routing logic (L1 → L2 → L3 escalation, vendor coordination, or dispatch to onsite).Make transportation/dispatch decisions for onsite support engineers when required.Ensure tickets are updated with proper notes, resolutions, and closure comments.Required Skills and QualificationsTo be successful in this role, you will need:4-6 years of IT support/service desk experience.Prior Team Lead/Supervisor experience in IT Service Desk.Strong knowledge of Microsoft 365, Windows/macOS, networking basics, and endpoint tools.Hands-on experience with ITSM/ticketing systems (e.g., Freshservice, ServiceNow, Zendesk).Strong decision-making skills for ticket routing and resource dispatching.Excellent English communication (written & verbal).BenefitsAs a member of our team, you will enjoy:Fully Remote work arrangement.Flexible schedule (aligned with UAE business hours).Training and certifications support.Clear growth path toward Service Desk Manager or Service Delivery Manager.KeywordITSupportSpecialist
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