Information Technology Service Desk

Company Description

Whitehats, a proud member of the Pharaon Group of Companies, is a Dubai-based IT network and infrastructure support organization. Established in 2007, the company specializes in IT/Network Solutions, Support Solutions, and Security Solutions with a dedicated team of highly experienced professionals. Whitehats is recognized for its SLA-based IT support services provided to enterprises, SMEs, and home offices, ensuring compliance with security and network protocols. Additionally, Whitehats collaborates with international IT service providers, delivering local support in the region. As a trusted partner, Whitehats offers peace of mind through services such as remote support, network security, and unified communication solutions.

Remote IT Service Desk

The IT Team Leader will log, track, and assign tickets, make routing decisions (remote vs. onsite dispatch vs. escalation), and ensure smooth operations of the service desk.

Key Responsibilities

Ticket & Incident Management

• Record and log incoming tickets in the ITSM/ticketing system.
• Monitor and manage the service desk queue in real time.
• Assign tickets to the right engineers based on skills, workload, and availability.
• Apply 

  smart routing logic

   (L1 → L2 → L3 escalation, vendor coordination, or dispatch to onsite).
• Make 

  transportation/dispatch decisions

   for onsite support engineers when required.
• Ensure tickets are updated with proper notes, resolutions, and closure comments.

Team Leadership

• Supervise a remote team of Service Desk Engineers (L1/L2).
• Balance workloads across the team and provide shift coverage planning.
• Mentor, coach, and conduct regular performance reviews.
• Act as the first point of escalation for complex tickets.

Operations & Reporting

• Track SLA performance and ensure timely resolution.
• Produce daily/weekly ticket and performance reports.
• Highlight recurring incidents for problem management.
• Suggest automation and workflow improvements.

Customer Service

• Maintain professional and empathetic communication with customers.
• Handle escalated client concerns and complaints.
• Support Service Desk Manager in client-facing SLA/operations reviews.

Requirements & Qualifications

Must-Have

• 4–6 years of IT support/service desk experience.
• Prior 

  Team Lead / Supervisor

   experience in IT Service Desk.
• Strong knowledge of Microsoft 365, Windows/macOS, networking basics, and endpoint tools.
• Hands-on experience with ITSM/ticketing systems (e.g., Freshservice, ServiceNow, Zendesk).
• Strong decision-making skills for 

  ticket routing and resource dispatching

  .
• Excellent English communication (written & verbal).

Nice-to-Have

• MSP / Managed IT Services background.
• ITIL Foundation certification.
• Familiarity with RMM and automation tools.

Benefits

•  Fully Remote – work from anywhere.
•  Fexible schedule (aligned with UAE business hours).
• Training & certifications support.
• Clear growth path toward Service Desk Manager or Service Delivery Manager.