Assistant Manager – IT Support
Dubai Global – Product & Tech / Full-Time / Hybrid Kitopi is the region's leading creator and partner for magical food experiences. With a purpose to satisfy the world’s appetite to create joy, Kitopi operates a portfolio of both invested and franchised F&B brands, serving as enablers in the food market by helping brands to grow and scale, both in the delivery and dine-in space. Launched in Dubai, UAE in January 2018, Kitopi has grown to become one of the greatest success stories in the cloud kitchen and food tech space. In July 2021, Kitopi announced its $415 million Series C funding round, led by the world’s largest technology-focused investment fund, Softbank Group Corp’s Vision Fund 2. This investment catapulted Kitopi to the prestigious Unicorn status, making it the fastest Unicorn to have emerged from the MENA region. As a leading food company, Kitopi’s growth has been fueled by its innovative and scalable software solutions. Kitopi’s kitchens are powered by its proprietary Smart Kitchen Operating System (SKOS) - an in-house suite of applications that optimizes cloud kitchen operations in real-time. As part of its growth roadmap, technological innovation, data science, artificial intelligence, and robotics will take center stage as Kitopi continues to reinvent the food industry as we know it today. With over 6,000 employees, Kitopi currently operates 200+ locations across the UAE, KSA, Kuwait, Bahrain, and Qatar. It operates its global Customer Experience Center in Dubai, UAE, its Engineering Hub in Krakow, Poland, and its Robotics Hub in Odense, Denmark.
We are seeking a dynamic and experienced individual to join our team as an IT Assistant Manager. In this role, you will be responsible for overseeing IT operations for our offices and cloud kitchens in the UAE region. You will lead a team of 4-6 individuals and ensure the smooth day-to-day functioning of our IT infrastructure. + Responsible for the planning, implementation, and maintenance of the organization's IT infrastructure and support services.
+ Lead and mentor the Local IT Team in providing exceptional technical support to end-users and addressing IT issues promptly.
+ Own the Workplace technology, IT systems, networks, and infrastructure to ensure reliability, availability, and security.
+ Lead and manage the IT Service Desk team to ensure efficient and effective IT operations.
+ Establish and monitor service desk KPIs and SLAs to ensure service quality and efficiency.
+ Implement and enforce IT policies, procedures, and best practices to streamline operations and enhance efficiency.
+ Manage the IT Support budgets, ensuring cost-effective operations and adherence to financial constraints.
+ Collaborate with cross-functional teams to identify IT requirements, propose solutions, and support business objectives.
+ Manage vendor relationships and oversee procurement of IT equipment, software, and services.
+ Collaborate with vendors and third-party service providers to procure, install, and maintain IT infrastructure components.
+ Recruit, train, and develop IT staff, fostering a high-performing and cohesive team
+ Develop and maintain disaster recovery and business continuity plans to minimize downtime and ensure data integrity.
+ Stay abreast of emerging technologies, trends, and best practices in IT operations and recommend innovative solutions to improve efficiency and effectiveness.
+ Generate regular reports on IT performance, issues, and improvements for management.
+ Bachelor’s degree in information technology, Computer Science, or a related field.
+ Proven experience (3-5 years) of leading a team in IT Operations Management, preferably in the food and beverage industry or similar fast-paced environments.
+ Strong technical knowledge and experience with Microsoft O365 environment and Network Infrastructure
+ Excellent communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels.
+ Detail-oriented with strong problem-solving and analytical skills.
+ Ability to thrive in a fast-paced and dynamic environment.
Recruitment Process and Timeline First, you apply and let our recruiters review your profile. After reviewing, you will receive a link to book a meeting with a recruiter at your convenience to share more about yourself and for us to get to know you better. If you have been shortlisted, you will have the opportunity to meet our hiring managers. Depending on the scope of the role and the function, you may need to attend 2-3 rounds (which might include case study, role-play, trial, or live coding - this will be communicated to you in the initial conversation). Upon successful completion, your recruiter will contact you to discuss the offer. We aim to take you through this process within 2-3 weeks.
Benefits - Extensive learning opportunities - we offer many hard and soft skills training to help you improve and challenge yourself - You'll be involved in customized workshops run by Kitopi Academy - You’ll have a chance to work in an international, diverse, and inclusive environment - You’ll be part of one of the most caring communities out there. - Finding a chance to become a shareowner with our ESOP plan (
T&C Applies) - Free and unlimited access to a nutritionist because we care about you - No Dress Code! (
T&C Applies) - Extended maternity and parental leave - The infamous team activities and social events bursting with fun - Inclusive Private Health Insurance - Up to 50% discount from Kitopi brands - Annual leave as per the company policy We are constantly striving to make Kitopi the best place to work, by empowering you to be the best version of yourself every day. Our company values act as our guiding principles to help ensure that everyone feels safe, included, and like they truly belong. Kitopi is an equal-opportunity employer. While we currently operate in 6 countries, we are over 70 different nationalities of talented Kitopians. Whether you are a seasoned professional, a recent graduate, or someone looking to return to the workforce after a break, we encourage you to apply. We celebrate our rich diverse backgrounds, lifestyles, and cultures and have a 0-tolerance policy towards racism, bigotry, and hate. Please apply if you see a position that makes your heart skip a beat and help us build a company that we are all proud to work for. Along with offices in all the markets we operate in, we also believe in a “work from anywhere” policy - you get to choose the environment you operate in because we believe this will help you deliver work you're proud of. Customer-obsessed and tech-enabled, at Kitopi, we are a team of passionate humans who are on a mission together to satisfy the world’s appetite.
