460 Support Leader jobs in the United Arab Emirates

Global Payments is a company that makes it possible for millions of people to move money between buyers and sellers using its payments solutions. The company's worldwide team helps over 3 million companies, more than 1,300 financial institutions, and over 600 million cardholders grow with confidence and achieve amazing results.

Job Description:

The Technical Support Team Lead will be responsible for guiding clients to success by providing an excellent support experience and managing the support team.

Key Responsibilities:

1. Oversee the day-to-day operations of the Support Team
2. Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions
3. Act as a mentor and provide oversight, coaching, and training to the technical support staff
4. Be the point of contact when it comes to technical escalations
5. Record and track team SLAs and workflows
6. Provide support where needed for both internal and external customers
7. Act as a senior agent who will drive customer satisfaction through customer support
8. Manage and report on all incoming technical support inquiries
9. On-board and train new technical support team members
10. Assist in the creation of the team KPIs as well as monitor and report on results
11. Monitor team performance and report on metrics
12. Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
13. Work to create any relevant support material for the team
14. Review all technical support-related processes and documentation for continuous improvement

Required Skills and Qualifications:

• Masters degree in information technology or a related field
• 4 years plus experience in a Technical Support role, 2 years plus experience in a Management role
• Proven experience in managing a service and support-focused team culture
• Knowledge of operating systems, web services, and API
• Proven support experience in software as a service (SaaS) and other cloud applications
• Excellent communicator, both oral and written
• Strong problem-solving and communication skills
• Love being the first line of support and troubleshooting issues
• Strong analytical skills to investigate and resolve customer support tickets
• Able to multitask efficiently under time pressure
• Able to work with cutting-edge technology and assimilate information rapidly

Benefits:

• Tier 1 medical insurance for team member and dependents upon joining (worldwide coverage)
• A positive, productive, and energetic work environment
• 25 days annual holiday
• Global career progression opportunities
• Wellbeing initiatives, regular social events, and charitable initiatives to give back to our community
• Office with amazing views on JLT park lake and Dubai Marina
• Exciting team-building activities

Equal Opportunity Employer:

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information, or any other basis protected by law.

Job Summary:

The Associate Director is a leadership role responsible for managing the development and execution of standards and compliance initiatives. This position ensures alignment with internal guidelines and external regulatory compliance requirements to minimize non-compliance risks.

Key Responsibilities:

• Develop and execute strategic plans for IT support services, ensuring seamless delivery to end-users and collaboration with central IT teams.
• Oversee all aspects of IT support services, including risk management, compliance, and vendor management.
• Lead the service management team, fostering a culture of security awareness and championing innovation within IT.
• Strategically manage vendors related to infrastructure, network, operations, and telecommunications, optimizing contracts, performance, and partnerships.
• Manage the IT support budget, optimize resource allocation, and demonstrate the ROI of IT support initiatives.

IT Services Management:

• Collaborate with central IT (service management, operations, cybersecurity, infrastructure, network) for seamless service delivery and incident resolution.
• Prioritize and manage infrastructure/network/security requests for new services, upgrades, and projects, aligning with business needs and IT strategy.
• Act as a liaison between the vertical and central IT teams to facilitate effective communication and collaboration.
• Manage and assist in the analysis, development, design, and implementation of new information systems and infrastructure.
• Ensure new services have a fully developed end-to-end support structure (processes, SLAs, KPIs).
• Collaborate with stakeholders to ensure project delivery complies with standards and policies.
• Ensure 3rd party contracts include an agreed support schedule and SLAs.
• Interface with project teams for service transition and back-office operations coverage.
• Ensure high-quality operational support material.
• Ensure training and non-functional requirements are defined and delivered.
• Ensure effective performance metrics and service levels for new services.
• Identify and manage operational risks.
• Oversee operations readiness and assurance.
• Manage the service desk team, tracking KPIs and escalations.
• Oversee service desk performance reports and analysis.
• Manage incident escalations for infrastructure or security issues.
• Propose and manage the IT service catalog. Ensure that the service provided is in-line with the service catalog.
• Leads the daily operations of all server systems, data networks and voice systems, including advanced tuning and performance of systems and network, capacity planning, systems and network configuration, network design, implementation, maintenance, and all related cyber security concern.
• Manage and assists with ongoing analysis, development, design and implementation of new information systems and infrastructure including setting standards, data design and integration of standards.
• Ensure new Services have a fully developed end to end support structure, including Processes, SLAs, KPIs monitoring are adequate with business requirements and priorities.
• Act as a gate keeper function that ensures effective Transfer to Operations for all new services introduced via the business project lifecycle.
• Provide fully documented services, which are updated and maintained throughout the life of the service and are aligned to best practice.
• Ensure effective decommissioning of services that are deemed `end of life` - to confirm the remove of all operational facilities, and redundant equipment, whilst ensuring any operational dependencies are effectively managed
• Represent the Operations team at all project meetings to define and implement service acceptance criteria for both new and changing services.
• Work with Project Managers, Business Owners, Service Owners, Managed Service Partners, Operations teams, and 3rd parties to ensure that projects are delivered in compliance with approved standards and policies.
• Ensure that any new 3rd party contracts contain an agreed support schedule which aligns with the proposed support model and is backed up with SLAs managed through regular service reviews.
• Interface with the project team to ensure adequate Service Transition and Back Office Operations Team coverage across all relevant work requests.
• Ensure all operational support material is completed to a high standard by all relevant functions.
• Ensure training requirements and any other non-functional requirements are defined and delivered against the agreed Service Acceptance Criteria.
• Ensure an effective set of performance metrics and service levels are delivered for new services.
• Identify and manage Operations risks ensuring a successful transition to service.
• Operations readiness and assurance to ensure support model is in place
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The Front Office Manager is responsible for ensuring a professional and welcoming environment at the front desk. This includes maintaining a tidy workspace and having all necessary stationery and materials on hand.

The ideal candidate will have 4 years of experience as a Front Desk Manager or Reception Manager, with excellent communication and people skills. They will be proficient in English (oral and written) and have solid knowledge of MS Office, particularly Excel and Word.

In this role, you will train, supervise, and support office staff, including receptionists, security guards, and call center agents. You will also ensure timely and accurate customer service, handle complaints and specific customer requests, troubleshoot emergencies, and monitor office operations to ensure they are running smoothly.

To succeed in this position, you must have excellent organizational and multitasking abilities, problem-solving skills, and a high school diploma. Additional certification is a plus.

• 4 years experience as a Front Desk Manager or Reception Manager
• Proficiency in English (oral and written)
• Solid knowledge of MS Office, particularly Excel and Word
• Excellent communication and people skills
• Good organizational and multitasking abilities
• Problem-solving skills
• High School diploma; additional certification is a plus

Role Purpose: Attend to walk-in customers visiting the HFD. Liaise with respective dept. to ensure TAT is maintained as per HF Policy Maintain MIS to ensure 100% Service Quality.

Key Accountabilities of the role

• Maintain accurate log for the walk-in customers
• Ensure TAT is adhered to and where possible exceed customer expectations
• Sales support
• MIS maintenance for requests
• Updating cases in the system timely manner
• Ensure compliance with bank policies

Results Required

• Accurate MIS system
• Ensure customer queries are resolved with agreed TAT
• Deliver professionalism when dealing with customers and other departments

Specialist Skills / Technical Knowledge Required for this role:

• Pro active and very energetic
• Customer service skills in order communicate and to handle walk in customers
• Display flexibility in dealing with clients and other team members
• Fluency in Arabic and English
• Excellent communication skills
• Highly organized

Previous experience required (if any)

• Previous banking experience in similar role

We're seeking a skilled and reliable technical support specialist to provide top-notch assistance to our clients and employees.

This role is responsible for troubleshooting and resolving technical issues in a timely and efficient manner, ensuring a seamless experience for all users.

• Troubleshoot hardware and software problems using your excellent analytical skills and ability to provide clear instructions.
• Respond to support requests via phone, email, and chat, delivering prompt and effective solutions.
• Document all support interactions and resolutions in the ticketing system to maintain accurate records.

Required Skills and Qualifications:

• Associate's degree in Computer Science, Information Technology, or a related field.
• 1-2 years of experience in a help desk or technical support role.
• Strong knowledge of operating systems (Windows, macOS) and common software applications.
• Excellent communication skills , both verbal and written.

Benefits:

• Paid Time Off
• UAE Benefits
• Performance Bonus
• Training & Development

Seniority level and Job Function:

Mid-Senior level with expertise in Information Technology industry.

We are seeking a results-driven IT Support Specialist to assist in managing our business support infrastructure and software.

The position will report directly to the Digital Transformation Manager/IT Head.

1. Serve as the primary point of contact for all Business System related issues and requests.
2. Respond to user emails in a timely and professional manner.
3. Escalate complex technical problems to senior staff or outside vendors as needed.
4. Act as the primary contact for all outside agents in all computer technology-related matters.
5. Install, configure, and troubleshoot software.
6. Manage Active Directory accounts and permissions.
7. Maintain all users' access requests and authorizations.
8. Perform regular system backups and monitor storage usage.
9. Implement security measures to protect data from unauthorized access.
10. Stay up to date on industry trends and best practices.
11. Train new users on company IT policies and procedures.
12. Respond to all users' requests and provide them with adequate support.
13. Understand all department working procedures and perform related tasks as described.
14. Ensure that all software runs with no output errors, no response time problems, and functioning according to specifications.
15. Assist with special projects as needed.

To be successful in this role, you will need:

1. A Bachelor's degree in Computer Science, Information Technology, or a related field.
2. 0-2 years of professional experience in a Business System support role.
3. Familiarity with cloud-based applications such as Oracle ERP, SAP, Microsoft Dynamics, etc. is a plus.
4. Excellent problem-solving, analytical, and decision-making skills.
5. Strong communication, interpersonal, and customer service skills.
6. Ability to work in a high-pressure environment.
7. Ability to work under strict supervision.

If you meet the above requirements, please revert back with your updated CV and expected salary and notice period.

We are seeking a highly organized and efficient Customer Service Operations Manager to oversee the day-to-day operations of our support department. As a Customer Service Operations Manager, you will be responsible for managing customer inquiries and concerns in a timely and satisfactory manner.

Key Responsibilities:

• Manage and coordinate the performance of the support team, providing guidance and support as needed
• Develop and implement processes to improve efficiency and customer satisfaction
• Monitor customer inquiries and ensure they are resolved within established timelines
• Act as a point of contact for escalated customer issues or complaints
• Train new team members on company policies and procedures
• Conduct regular performance evaluations for team members

Requirements:

• Bachelor's degree in Business Administration or related field
• Previous experience in a managerial role, preferably in a support or customer service environment
• Excellent communication skills in English, both written and verbal
• Strong leadership abilities with the ability to motivate and mentor team members
• Familiarity with biometric passport systems is an asset
• Fluency in Hindi or Malayalam preferred

• Respond to user inquiries and provide technical support via phone, email, or in person
• Troubleshoot hardware, software, and network issues
• Log and track support requests using the IT ticketing system
• Assist in setting up and configuring workstations, laptops, and mobile devices
• Support user access management and password resets
• Escalate unresolved issues to appropriate IT teams
• Maintain documentation of support procedures and solutions

• Diploma or Bachelors degree in Information Technology, Computer Science, or a related field
• Basic understanding of IT systems, networks, and troubleshooting techniques
• Proficiency in Microsoft Office and familiarity with Windows operating systems

• Internship or prior experience in IT support or help desk roles
• Strong communication and problem-solving skills
• Strong work ethic and desire to grow professionally

A Career in Customer Support

As a customer support professional, you will play a vital role in ensuring the highest level of customer satisfaction. You will handle customer interactions professionally and efficiently, providing prompt responses to service, parts, and sales inquiries.

The ideal candidate will have a minimum of 2 years' experience in a call centre or customer service role, preferably in the automotive industry. Strong communication skills in English are required, with Arabic being a plus. Proficiency in CRM systems and MS Office applications is also essential.

1. Handle inbound and outbound calls related to service, parts, and sales
2. Log all customer interactions, service requests, and complaints in the CRM system
3. Coordinate with Service Advisors, Parts, and Sales departments to provide accurate updates
4. Conduct follow-up calls to confirm resolution and measure customer satisfaction
5. Promote company products and services to enhance revenue opportunities

1. Minimum 2 years' experience in a call centre or customer service role, preferably in the automotive industry
2. Strong communication skills in English (Arabic preferred)
3. Proficiency in CRM systems and MS Office applications
4. Ability to work under pressure and handle high call volumes
5. Strong coordination, organizational, and problem-solving skills

This is an exciting opportunity for individuals who thrive in fast-paced environments and possess excellent communication skills. If you are passionate about delivering exceptional customer experiences, this could be the perfect fit for you.