Senior Officer - IT Service Desk

flydubai
Dubai
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 5-7 yearsEducation: bachelorsSkills: ["Customer Focus","Teamwork","Effective Communication","Personal Accountability","Resilience"]

Oversee flydubai’s day-to-day IT service desk operations, leading a team of IT service desk technicians. Own incident and service request management, manage service level agreements and KPIs, and drive process improvements for efficiency and customer satisfaction. Coordinate with network and security teams, administer user access management across applications, Office 365 Admin Center, and Active Directory, and manage high-severity incidents including post-incident reviews. Customize and automate ITSM tool workflows and maintain the service desk knowledge base.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
flydubai
flydubai
1 week ago

Senior Officer - IT Service Desk

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Oversee flydubai’s day-to-day IT service desk operations, leading a team of IT service desk technicians. Own incident and service request management, manage service level agreements and KPIs, and drive process improvements for efficiency and customer satisfaction. Coordinate with network and security teams, administer user access management across applications, Office 365 Admin Center, and Active Directory, and manage high-severity incidents including post-incident reviews. Customize and automate ITSM tool workflows and maintain the service desk knowledge base.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Manage day-to-day IT service desk operations and lead a team of IT service desk technicians providing technical support.
  • •Develop and maintain incident and service request management processes, ensuring adherence to defined workflows.
  • •Set and monitor service level agreements and KPIs (call volume, missed calls, response and resolution times).
  • •Coordinate with internal stakeholders and other IT teams (e.g., network and security) to align service desk operations with organizational goals.
  • •Supervise user access management across applications, Office 365 Admin Center, and Active Directory; administer and customize ITSM tool automation and manage high-severity incidents including post-incident reviews.

Key Requirements

  • •Bachelor’s degree (3+ years) in Computer Science or Information Technology.
  • •5–7 years of experience meeting the qualifications outlined for the role.
  • •Fluent in English and Arabic.
  • •Practical experience with ITSM systems (including ManageEngine, Summit IT, and ServiceNow).
  • •ITIL Practitioner certification.
Experience:5-7 years
Education:Bachelor's in Computer Science or Information Technology
Skills:Customer FocusTeamworkEffective CommunicationPersonal AccountabilityResilience
Certifications:ITIL Practitioner
Languages:EnglishArabic
Tech Stack:ITSMManageEngineSummit ITServiceNowOffice 365 Admin CenterActive DirectoryAgilityAutomation

Company Brief

flydubai
Government-owned low-cost carrier based in Dubai operating short- and medium-haul international services to 100+ destinations with a fleet of Boeing 737s (expanding), focused on affordable air travel and strong partnerships including code-share with Emirates.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: Dubai, United Arab Emirates
Founded: 2008
Glassdoor
Glassdoor: 4.1
WebsiteLinkedInGlassdoor