- ROLE TITLE:* VIP Support Lead
- Function:* VIP Support
- Salary Band:* AED 10000 - 12000 / month (all-inclusive)
- Location:* Dubai, UAE
- Hiring For:* IT Managed Services & Consulting Company
- Experience Required:* 8-12 years, minimum 3 leading a VIP or executive support function in Managed Services
- Reports To:* Service Delivery Manager
- Language Requirement:* Arabic MUST + English
Role PurposeLead the eight-person VIP function, owning service quality, escalation management and the relationship with the Ministry executive community.
Key Responsibilities
- * Line-manage the VIP Support Engineers and VIP Service Coordinator - rostering, performance management, coaching and development.
- Own the VIP service standard, SLA definition, quality assurance framework and satisfaction measurement.
- Act as primary escalation point for executive dissatisfaction and politically sensitive incidents.
- Build and maintain relationships with executive offices, chiefs of staff and executive assistants.
- Drive proactive service improvement based on VIP incident trends and telemetry.
- Interface with the Service Delivery Manager and ITSM function on major incidents affecting executives.
- Own VIP onboarding standards for newly appointed executives.
- Deputise on hands-on VIP support delivery during peak periods or team absence.
- Produce VIP service reporting into the monthly governance cycle.
Required Technical Skills
- * Full VIP Support Engineer technical baseline across Wintel, storage, Microsoft stack, Teams and networking.
- Proven people leadership in a customer-facing technical team.
- Strong stakeholder management at executive and government level.
- Service quality frameworks, QA and satisfaction measurement.
- ITSM reporting and analysis.
Qualifications & Certifications
- * Bachelor's degree in IT, Computer Science or a related discipline.
- ITIL Foundation minimum; ITIL Intermediate or Managing Professional preferred.
- Microsoft certification preferred.
Other Requirements Arabic MUST - Mandatory & Non-Negotiable.* Candidates without fluent Arabic will not be considered.
* Must have English proficiency as well.
* Prior experience with an IT Managed Services & Consulting Company is mandatory.
* Executive-appropriate presence and communication.
* Availability for out-of-hours escalation.
* Clean police clearance and security vetting.
Work Location: Dubai, UAE.
Immediate joiners are preferred.
Contact us at +91 9791033506
botim calls at +91 9791033506
WhatsApp us at +91 9791033506
Skills: microsoft,vip,english,managed services,it,escalation,itil,management,reporting,arabic
