Information Technology Support Manager Full Time

Looking for Information Technology Support Manager Jobs in Dubai with a leading business group? Landmark Group provides an exciting environment for technology professionals seeking to develop their careers in IT management, technical support and enterprise technology. An IT Support Manager role can involve overseeing technical operations, managing support teams, maintaining IT infrastructure, resolving complex technology issues and ensuring reliable systems for business users. Professionals with expertise in managed IT services, cybersecurity, cloud computing, network security and IT service management can bring valuable skills to a large, technology-driven organization. Dubai also offers strong opportunities for IT professionals working across retail, digital platforms and enterprise business operations.

Key Responsibilities

Service & Operations Management

• Own incident, problem, change, and service request management processes.
• Ensure agreed SLAs, service availability, and user satisfaction targets are achieved.
• Lead major incident resolution and root cause analysis.
• Drive continuous service improvement initiatives.

Microsoft Dynamics 365 & Retail Systems Support

• Manage support for Microsoft Dynamics 365 ERP and related retail applications.
• Ensure stability of POS, inventory, supply chain, finance, and store operations systems.
• Coordinate with central Digital team and vendors for L3 support, upgrades, and enhancements.

Store Technology Support

• Oversee support for POS devices, payment systems, printers, scanners, networks, and store infrastructure.
• Ensure business continuity during trading hours and peak sales periods.
• Support new store openings, relocations, and technology rollouts.

Team & Vendor Management

• Lead the IT support team consisting of EUC, L1 and L2 support and manage escalation processes.
• Develop team capability through coaching, mentoring, and training.
• Manage vendor performance, support contracts, and service reviews.

Governance & Reporting

• Monitor operational KPIs including SLA compliance, MTTR, system availability, and incident trends.
• Ensure adherence to IT security, compliance, and operational standards.
• Prepare management reports and executive updates.
• Will report to the Head of IT infrastructure and IT services at Landmark Digital

KNOWLEDGE & EXPERIENCE

Required Experience

• 10+ years of IT support and operations experience.
• 5+ years in a leadership role within retail or multi-site operations.
• Strong experience supporting Microsoft Dynamics 365 ERP.
• Experience managing IT vendors and outsourced support services.
• Good understanding of retail store technology and support operations.

Technical Skills

• Microsoft Dynamics 365 (Finance, Supply Chain, Retail/Commerce)
• Microsoft 365 and Azure
• ITSM / ITIL practices
• Retail POS and payment systems
• Windows, networking, endpoint management, and infrastructure support
• Service monitoring and reporting tools

Essential Soft Skills

• Strong leadership and people management
• Excellent stakeholder and vendor management
• Customer-first mindset with strong service orientation
• Effective communication and presentation skills
• Problem-solving and analytical thinking
• Conflict resolution and negotiation skills
• Ability to lead change and continuous improvement
• Collaboration and cross-functional teamwork
• Planning, prioritisation, and organisational skills

An Information Technology Support Manager career in Dubai can provide valuable experience in IT infrastructure management, cybersecurity, cloud computing, network security, enterprise IT solutions and digital transformation. Developing expertise in IT service management, technical team leadership, cloud platforms, data security and business technology can help professionals progress toward senior IT Manager, IT Operations Manager and technology leadership positions. If you are searching for IT Support Manager Jobs in Dubai, IT Manager Jobs in UAE, managed IT services careers, cloud computing opportunities or enterprise technology positions, Landmark Group can be an attractive destination for professionals looking to advance their IT management career.