IT Support Team Lead

ENOC
Dubai
Workplace: OnsiteFull timeFunction: IT Support & HelpdeskExperience: 8+ yearsEducation: bachelorsSkills: ["Communication","Interpersonal skills","Problem solving","Prioritization","Stakeholder reporting"]

Own Level 1 helpdesk and end-user support operations for ENOC, ensuring secure, reliable, and seamless IT service delivery. Lead a 24/7 support team and manage incident resolution, SLAs, KPIs, SOPs, and service monitoring. Drive continuous improvement through roadmap planning, training for new technologies, budgeting inputs, and collaboration on IT security policies, risk mitigation, and ISMS compliance.

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FursaFursa
ENOC
ENOC
2 days ago

IT Support Team Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Own Level 1 helpdesk and end-user support operations for ENOC, ensuring secure, reliable, and seamless IT service delivery. Lead a 24/7 support team and manage incident resolution, SLAs, KPIs, SOPs, and service monitoring. Drive continuous improvement through roadmap planning, training for new technologies, budgeting inputs, and collaboration on IT security policies, risk mitigation, and ISMS compliance.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Manager level

Key Responsibilities

  • •Manage Level 1 and helpdesk support operations, including the support application landscape for end-user services.
  • •Ensure 24/7 Level 1 support runs smoothly, monitor performance and availability, and coordinate immediate fixes for reported user incidents.
  • •Lead the support team to achieve KPIs and service levels; manage shifts coverage and improve team productivity.
  • •Develop, document, and maintain SOPs, roadmaps, and processes; ensure monitoring against SLAs and maintenance schedules.
  • •Contribute to IT security policies and controls, classify/protect information assets, assess security risks, and support ISMS compliance and incident reporting.

Key Requirements

  • •Manage Level 1 end-user support operations and related support application landscape to ensure secure, efficient service delivery.
  • •Lead and administer a 24/7 Level 1 helpdesk team, including productivity, shifts coverage, KPIs, and development/review of SOPs.
  • •Have 8+ years of IT infrastructure experience focused on end-user support management and planning.
  • •Demonstrate strong knowledge of TCP/IP, networking protocols and security concepts, plus end-user support frameworks and IT infrastructure standards.
  • •Work with application support products (e.g., Oracle, SAP, IBM, Microsoft) and have working knowledge of Windows AD, DNS, HTTP/s, SSH, LDAP, and DHCP.
Experience:8+ yearsEnd user supportIT infrastructure24/7 support
Education:Bachelor's in Computer Science, Engineering, or Business (or equivalent)
Skills:CommunicationInterpersonal skillsProblem solvingPrioritizationStakeholder reporting
Certifications:ITILPRINCE IIPMP
Tech Stack:Windows ADDNSHTTP/sSSHLDAPDHCPTCP/IPNetworking protocolsOracleSAPIBMMicrosoftIT security policiesISMSAutomation tools

Company Brief

ENOC
ENOC (Emirates National Oil Company) is a Dubai government-owned integrated energy group operating across refining, terminals, trading, retail fuel, aviation and lubricants, serving customers across 60 markets and investing in downstream and related energy services.
Industry: Oil & Gas
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Dubai, United Arab Emirates
Founded: 1993
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