Technical Support Manager

Engineering, Technical
Dubai, United Arab Emirates
2 July 2026
Full Time

Job Overview

  • Date Posted
    2 July 2026
  • Location
    Dubai, United Arab Emirates
  • Expiration date
    31 July 2026
  • Experience
    Relevant Experience
  • Gender
    Any
  • Qualification
    Diploma
  • Career Level
    Advanced - Level

Job Description

Job Title: Technical Support Manager

Company: CNS

Location: Dubai, United Arab Emirates

Employment Type: Full‑time

Salary: AED 5,000 to 10,000 (Estimated)

Experience Required: 8+ Years in IT Support, Managed Services, or Service Desk Management

Role Overview

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, mentoring technical support teams, managing critical incidents, and driving continuous improvements in service delivery.

Primary Accountabilities

  • Lead and oversee daily Service Desk operations while maintaining strict SLA compliance across all channels.

  • Mentor, coach, and develop a high-performing technical support team to foster professional growth.

  • Manage incidents, service requests, problem resolution, and complex escalations in line with ITIL best practices.

  • Coordinate major incidents and provide timely, structured updates to internal and external stakeholders during critical outages.

  • Monitor Service Desk KPIs, including SLA performance, First Call Resolution (FCR), response times, and Customer Satisfaction (CSAT).

  • Develop and improve Service Desk processes, standard operating procedures (SOPs), and internal knowledge base documentation.

Skills & Experience Required

  • Education: Bachelor’s Degree in Computer Science, Information Technology, or a related field (B.Tech preferred).

  • Framework Mastery: Solid understanding of ITIL processes, service delivery practices, incident management, and problem management.

  • Core Competencies: Strong leadership, team management, scheduling, workload distribution, and resource planning capabilities.

  • Soft Skills: Excellent communication, stakeholder management, and analytical problem-solving skills under pressure.

What We Offer

  • Full-time management track position within a prominent regional IT solutions and managed services provider

  • Dynamic workplace environment with ownership over continuous service improvement initiatives

  • Standard statutory benefits and visas in accordance with UAE Labor Law

How to Apply

Please forward your application directly to the recruitment division: [email protected]

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