Job Description

MUST HAVE EXPERIENCE WITH DYNATRACE, SOLARWINDS, SERVICENOW, Nexthink

We are seeking a

hands-on IT Support Team Lead

to manage and mentor a team of L1 support engineers responsible for monitoring and first-response support across critical enterprise systems. This role blends technical oversight with team leadership, ensuring high-quality, proactive incident detection, resolution, and service excellence using tools like

SolarWinds, Dynatrace, Nexthink, and ServiceNow

.

Key Responsibilities:

Team Leadership & Coaching

Lead, mentor, and coach a team of Level 1 support engineers to meet individual and team KPIs. Provide real-time technical guidance and support escalation. Conduct regular team stand-ups, training sessions, and skills development initiatives.

Monitoring & Incident Coordination

Oversee monitoring of application, infrastructure, and endpoint performance using SolarWinds, Dynatrace, Nexthink, and ServiceNow. Ensure timely detection, logging, classification, and escalation of incidents. Act as a point of escalation for complex issues and ensure smooth transitions to L2/L3 support.

Incident Management & Reporting

Manage ticket queues and ensure SLA compliance for incident and service request resolution. Generate daily, weekly, and monthly reports on incident trends, team performance, and service metrics.
*

Process Improvement & Knowledge Management

Identify and implement improvements in support workflows and triage procedures. Maintain updated SOPs, knowledge base articles, and troubleshooting documentation. Ensure consistent documentation of incident resolutions and root cause analysis.

User Support & Communication

Provide effective communication to users and stakeholders regarding incidents and resolutions. Promote a customer-first support culture. Manage user feedback and service escalations to improve satisfaction.

Collaboration & Cross-Functional Coordination

Partner with L2/L3 support teams, developers, and infrastructure teams to resolve issues and enhance support processes. Participate in cross-functional meetings and contribute to continuous service improvement initiatives.

Required Qualifications:

3-5 years

of IT support experience, including

1-2 years

in a lead or supervisory role. Strong technical understanding of IT infrastructure, applications, and end-user environments. Hands-on experience with

SolarWinds, Dynatrace, Nexthink

, and

ServiceNow

. Proven ability to coach and develop high-performing support teams. Excellent troubleshooting, communication, and stakeholder engagement skills.
Job Types: Full-time, Contract

Pay: AED11,000.00 - AED13,000.00 per year