Senior IT End User Specialist, Dubai, UAE

This job is OPEN to APPLY for ALL Nationalities, unless otherwise specified.

Job Purpose:

The Senior IT End-User Support Specialist plays a critical role in ensuring the delivery of high-quality, on-site IT support across regional Lucy Group functions. This role leads local IT support operations, managing other on-site specialists and acting as the primary escalation point for technical issues. By driving continuous improvement, user satisfaction, and operational excellence, the role contributes directly to Lucy Group’s digital enablement strategy. It ensures that end users can fully leverage available technologies, enhancing productivity and business value.

Job Context:

Operating within the Group Information Services function, the Senior IT End-User Support Specialist leads local support efforts and collaborates globally with peers across multiple countries. The role manages all local support staff, coordinates with cross-functional teams, and supports strategic initiatives including digital transformation and cyber resilience. It is embedded within a matrixed environment and interfaces with business leaders, technical teams, and external vendors.

Job Dimensions:

Line management of local IT End-User Support Specialist (s)

Supports users across multiple business units and functions

Responsible for local IT asset lifecycle and compliance

Manages vendor relationships and hardware/software procurement

Oversees Teams meeting rooms, visitor systems, and desk moves

Supports ServiceNow, Intune, SCCM, Microsoft 365, and D365 environments

Acts as escalation point for cyber incidents and infrastructure issues

 

 

Key Accountabilities:

Lead local IT support operations, ensuring timely and effective resolution of incidents and service requests

Manage and develop junior IT support staff, fostering a culture of excellence and continuous improvement

Oversee deployment, configuration, and lifecycle management of end-user hardware and software

Act as escalation point for technical issues, coordinating with global teams and vendors

Ensure compliance with IT asset management policies, conducting audits and maintaining accurate records

Support onboarding and offboarding processes, ensuring readiness and policy adherence

Collaborate with business users to identify opportunities for automation and digital enablement

Maintain and improve local Teams meeting rooms and visitor systems

Respond to cyber security incidents, coordinating with central teams for resolution

Create and maintain technical documentation and user-facing knowledge articles

Manage procurement activities in alignment with global standards

Support application packaging and deployment using Intune and SCCM

Build strong working relationships with local business stakeholders, ensuring their IT needs, issues, and priorities are understood and proactively managed.

Actively engage in and support regional IT initiatives, providing local insights, coordinating activities on-site, and ensuring successful project delivery.

Maintain an accurate and up‑to‑date IT knowledge base by creating, reviewing, and improving technical articles, user guides, and troubleshooting documentation to support global consistency and service quality.

 

 

Skills, Experience and Qualifications

Behavioral Competencies:

Manages Execution Ensures consistent delivery of support services

Develops Talent Coaches and mentors junior support staff

Drives Results Focuses on user satisfaction and operational efficiency

Collaborates Builds strong relationships across IS and business units

Ensures Accountability Maintains compliance and performance standards

Tech Savvy Applies technical expertise to solve complex problems

 

Minimum Skills, Qualifications and Experience:

Effective team supervision capabilities

Advanced troubleshooting and technical support skills in an IT End-User Service or Desktop Services role (3yrs +)

ITIL4 Certification, or 3+ years’ equivalent experience in IT Service Management 

Strong knowledge of Microsoft 365, Windows OS, and endpoint support

Knowledge of IT asset management and procurement processes

Excellent communication and stakeholder engagement

Ability to manage vendors and coordinate inspections

Excellent troubleshooting and problem-solving skills

Strong communication and customer service orientation

Ability to work independently and collaboratively in a global team

Awareness of Cyber Security and Information Security principles

Operational experience of ServiceNow or similar ITSM system with an understanding of Incident Management; Change Management; Request Fulfilment practices.

Excellent communication skills, both written and verbal, with a friendly, professional and approachable manner.

Pro-active and reactive, self-motivated individual, flexible, well-organised, with the ability to manage and prioritise multiple tasks effectively in a dynamic environment.

Collaborative team player with a positive attitude.

Strong documentation and knowledge management skills

Demonstrated commitment to delivering a high-quality end-user experience.

Analytical mindset with a problem-solving approach and a drive for innovation and improvement.

 

Desirable Skills, Qualifications, and Experience:

Degree in an IT related subject

BYOD/MDM Deployment and Support 

Understanding of IT tools and platforms including Active Directory, Azure AD, Exchange, ServiceNow (or similar ITSM tools), Microsoft Entra, SCCM, Intune & Defender.

An understanding of Infrastructure technologies (e.g., Networking/SDWAN, SAN, VMWare, DNS), including administration and operation. 

Project management certification or experience of delivering projects 

Strong understanding cloud technology and their application in enterprise environment.

DETAILS TO REGISTER FOR THIS JOB:

Make Sure Your CV is ATS-friendly.

https://careers.lucygroup.com/en/sites/lucygroup/job/26005?utm_medium=jobboard&utm_source=linkedin


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We support the Far-Sighted, Growth-Oriented Vision announced by the UAE, Saudi Arabia, Qatar, Oman, Kuwait and Bahrain.


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SOCIAL INITIATIVE:

We publish job vacancies on this Job Portal (https://www.dubai-jobs.me) and our Whatsapp groups (www.dubai-forever.com/whatsapp-jobs.html) for the benefit of job-seekers.


It is to help people who are searching for jobs from across the world.


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