We’re hiring an IT Service Desk Lead to run day-to-day end-user support for a busy aviation environment. You’ll lead a small team handling incidents, service requests, and access management, ensuring SLA performance and strong customer experience. You’ll coordinate escalations with infrastructure and application teams, maintain knowledge base articles, and improve processes through better triage, reporting, and root-cause follow-up. This role combines hands-on technical support with leadership and service management discipline.

Requirements:
5–8+ years in IT support/service desk roles, including 1–3 years in a lead/supervisory capacity. Strong knowledge of ITIL-based service management, ticketing tools, and end-user support across Windows, O365, hardware, and basic networking. Confident managing SLAs, escalations, and stakeholder expectations. Experience in aviation, transport, or other 24/7 operational environments is a plus. ITIL certification preferred. Strong communication and calm problem-solving under pressure.

Salary:
AED 16,000 to 24,000 per month inclusive of fixed allowances.

About the Company
eMagine Solutions is one of the leading authorities on leadership and talent globally. Our combined resources of over 100 years professional experience mean that our clients trust us with finding them the top talent globally and candidates trust us to find them the right opportunity in a timely and confidential manner.

Throughout our offices we provide complete solutions for our clients, including traditional temporary and permanent recruitment, executive search, recruitment process outsourcing (RPO), salary survey's, market mapping and training and development courses.

Our global client list work with us not only because of our expertise but also because of our honesty, integrity and passion.