Technical Support Manager
Posted:
Position: Technical Support Manager
Date Posted: July 2, 2026
Industry: Information Technology / IT Support / Managed Services
Employment Type: Full Time
Experience: 8+ Years in IT Support, Managed Services, or Service Desk Management
Qualification: Bachelor’s Degree in Computer Science, Information Technology, or a Related Field (B.Tech Preferred)
Salary: AED 5000 to 10000 (estimated)
Location: Dubai, United Arab Emirates
Company: CNS
Description:
CNS is seeking an experienced Technical Support Manager to lead its Service Desk operations in Dubai. This role is ideal for a results-driven IT professional with strong leadership skills and a passion for delivering outstanding technical support while ensuring high levels of service quality.
The successful candidate will oversee daily Service Desk activities, mentor technical support teams, manage critical incidents, and drive continuous improvements in service delivery. If you have extensive experience in IT support management and enjoy working in a fast-paced environment, this opportunity could be the perfect next step in your career.
Key Responsibilities:
• Lead and oversee daily Service Desk operations while maintaining SLA compliance.
• Mentor, coach, and develop a high-performing technical support team.
• Manage incidents, service requests, problem management, and escalations in line with ITIL best practices.
• Coordinate major incidents and provide timely updates to stakeholders during critical outages.
• Monitor Service Desk KPIs, including SLA performance, First Call Resolution (FCR), response times, and Customer Satisfaction (CSAT).
• Collaborate with internal teams and external vendors to resolve complex technical issues.
• Develop and improve Service Desk processes, standard operating procedures, and knowledge base documentation.
• Drive continuous service improvement initiatives and operational excellence.
• Manage team scheduling, workload distribution, and resource planning.
• Ensure compliance with ITIL standards, security policies, and organizational best practices.
Requirements:
• Bachelor’s Degree in Computer Science, Information Technology, or a Related Field (B.Tech Preferred).
• 8+ years of experience in IT Support, Managed Services, or Service Desk Management.
• Strong leadership and team management abilities.
• Solid understanding of ITIL processes and service delivery practices.
• Excellent communication, stakeholder management, and problem-solving skills.
• Strong knowledge of:
• ITIL framework and Service Desk operations
• Incident and problem management
• SLA management and IT support best practices
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