IT Service Management / Service Desk Professional

About the role

This senior IT Service Management role is based in Dubai and focuses on overseeing enterprise‑wide incident and service request processes. The professional will ensure ITIL‑aligned service delivery while managing key platforms such as ServiceNow and Microsoft Intune.

Key responsibilities

• Supervise incident, service request and service catalog workflows within ServiceNow.
• Lead ticket triage, priority assignment, escalation tracking and SLA compliance.
• Administer Microsoft Intune for endpoint provisioning, configuration and troubleshooting.
• Conduct root‑cause analysis for recurring issues and drive continuous improvement.
• Create and maintain SOPs, knowledge‑base articles and operational reports.
• Collaborate with engineering teams and business units to support Oracle Fusion applications.

Required profile

• Bachelor’s degree in IT, Computer Science or a related field.
• ITIL Foundation certification (mandatory).
• 8–15 years of progressive ITSM experience.
• Proven ability to manage vendor relationships and communicate with executive stakeholders.

Required skills

• ServiceNow platform expertise.
• Microsoft Intune endpoint management.
• ITIL Foundation knowledge.
• Oracle Fusion enterprise applications.

What we offer

• Competitive salary range of AED 18,000 – AED 28,000 per month.
• Opportunity to work with a leading UAE organization on high‑impact IT initiatives.
• Professional development and certification support.