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.
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- 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
