MAIN OBJECTIVE OF ROLE

To oversee the day-to-day operations of flydubai\xe2\x80\x99s IT service desk which includes managing a team of IT service desk technicians who provide technical support to the organization\'s employees, managing the service desk\'s incident and service requests management processes, and ensuring that the service desk meets or exceeds the organization\'s service level agreements.

KEY RESPONSIBILITIES

1. Develops and maintains incident and service requests management processes and ensuring that the service desk adheres to these processes.

2. Sets and monitors service level agreements and key performance indicators for the service desk, such as call volume, missed calls, response times, and resolution times.

3. Identifies areas for improvement in the service desk\'s operations and makes recommendations for changes to improve efficiency and effectiveness.

4. Communicating with stakeholders, including senior management and other departments, to ensure that the service desk\'s operations align with the organization\'s goals.

5. Coordinates and collaborates with other IT teams, such as network and security teams, to ensure the smooth operation of the service desk and the organization\'s IT systems.

6. Develops and recommends service desk policies and procedures and oversees its implementation.

7. Identifying and implementing process improvements to increase efficiency and customer satisfaction

8. Develops and updates the knowledge base used by the service desk technicians.

9. Manages all high severity incidents including post incident review of major incidents.

10. Supervises user access management on applications, Office 365 Admin Center and active directory service for users & groups creation, deletion, and suspension.

11. Analyses trends in Service Desk requests and generate statistical monthly report

12. Provides after office hours support as needed.

13. Administers and maintains agility in ITSM tool customization, and automation

MINIMUM QUALIFICATIONS / EXPERIENCE/ KNOWLEDGE / SKILLS

Minimum Education

Bachelor\xe2\x80\x99s degree (or Equivalent)

Computer science, information technology

Experience Specific Requirements

Preferred No. of Years (with Relevant Degree) - 5

Systems, Licensing, Language or Certification Requirements

ITSM system, Manage Engine, Summit IT, ServiceNow

English and Arabic

ITIL Practitioner certification

CORE COMPETENCIES

Customer Focus

Team work

Effective Communication

Personal Accountability & Commitment to achieve

Resilience and Flexibility (Can do attitude)

Inspiring & Developing Others

ISR Requirements

Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day to day business operations.

Warning on Recruitment Fraud

flydubai is aware of a number of e-mails, letters and SMS or Whatsapp messages in circulation recently, claiming to be offers of employment from flydubai.

These offers often look legitimate and may include job descriptions, salary, and benefit details.

The offers then direct recipients to provide bank account details.

Although these offers may appear genuine, they are fraudulent and should be deleted immediately and not responded to. flydubai does not send emails, letters or other messages requesting your bank account details in order to process documents. flydubai will also never

refer you to a third party to process applications or visas. Official communications from flydubai

will only come from an email address ending in @flydubai.com and job opportunities with

flydubai are advertised on flydubai\'s websites.

If you receive any e-mail, letter or other message which you have not requested or are expecting and it purports to be from flydubai, please contact us at and include the subject line \xe2\x80\x9cRecruitment Fraud\xe2\x80\x9d to confirm the authenticity of the message.

flydubai