IT Service Desk Manager

About the Job
We are seeking a dynamic, excellence-driven, and client-focused IT Service Desk Manager to lead and oversee the optimal functioning of Core42's Service Desk. You will be responsible for providing top-tier IT support, outstanding customer care, expert technical assistance, and timely issue resolution for our portfolio of digital transformation clients. As the senior point of contact for IT-related queries, you will resolve complex IT issues, continuously improve the end-to-end support process, and uphold our commitment to delivering the highest quality service and customer satisfaction levels.
This role allows you to significantly impact the high-visibility digital transformation journeys of our clients in the public sector and enterprise space, contributing measurably to their growth and success. You will develop your skills in an environment that celebrates continuous learning and improvement.
Core42 is the UAE’s national-scale enabler for cloud and generative AI, combining G42 Group’s expertise across multiple technology disciplines into a single platform for public sector and large enterprise transformations.

Responsibilities

• Lead and oversee the day-to-day operations of the IT Service Desk, ensuring efficient handling of customer inquiries, technical issues, and service requests.
• Manage escalations, executive communication, workload balancing, performance monitoring, staff & shift supervision, SLA compliance, continuous improvement, and customer satisfaction.
• Monitor ticketing systems, prioritize incidents, and manage escalations to meet SLAs and customer expectations.
• Ensure all IT service requests are logged, prioritized, and resolved efficiently while delivering exceptional customer service.
• Provide technical guidance and support to clients on digital transformation solutions and troubleshoot complex issues.
• Develop and implement strategies to optimize service desk operations and enhance customer support processes.
• Identify recurring issues and recommend long-term solutions to prevent future incidents.
• Establish and maintain a comprehensive knowledge base for the Service Desk team.
• Promote knowledge sharing within the team to facilitate skill development.
• Ensure the team consistently meets SLAs, including response time, resolution time, and customer satisfaction targets.
• Track key performance indicators (KPIs) for the Service Desk team and analyze performance data regularly.
• Develop, implement, and maintain comprehensive service desk policies, procedures, and standards.
• Coordinate training programs to keep the Service Desk team updated on new technologies and trends.
• Collaborate with other departments to address complex customer issues and provide inputs for product enhancements.
• Oversee service desk budgets and vendor contracts.
• Employ remote support tools to provide virtual assistance and troubleshooting.
• Continuously identify opportunities to enhance service desk processes and improve overall support.

Qualifications

Skills and Attributes for Success:

• Deep knowledge of AI, data science, and cloud computing technologies.
• Proven track record in team management and leadership within large IT support environments.
• Strong attention to detail with solid problem-solving skills and analytical thinking.
• Proficiency in project and program management, with a focus on on-time delivery.
• Exceptional customer service skills, with an emphasis on high-quality, timely service.
• Understanding of financial and business principles relevant to budget management and strategic decision-making.

To qualify, you must have:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Relevant IT service management certifications (ITIL, PMP, etc.).
• A minimum of 5 years in IT support management roles, with at least 3 years in a supervisory capacity.
• Familiarity with advanced cybersecurity measures and tools.

Ideally, you’ll also need:

• Outstanding communication and interpersonal skills for effective stakeholder management.
• Hands-on experience with the latest AI and digital transformation tools and strategies.
• Demonstrated ability to implement and manage continuous improvement initiatives within IT environments.

What We Look For
We are looking for performance-driven individuals who possess an inquisitive mindset and the agility to adapt to ambiguity. We value those who are eager to build meaningful collaborations with stakeholders and aspire to create unique customer-centric solutions.

What Working At Core42 Offers

• Culture: An open, diverse, and inclusive environment that encourages personal growth and focuses on innovative, industry-first solutions.
• Career: Outstanding learning and growth opportunities through structured training programs and innovative, high-tech projects.
• Work-Life: A hybrid work policy to balance office and home life effectively.
• Rewards: A competitive remuneration package featuring perks such as healthcare, education support, leave benefits, and more.

To confidently demonstrate that you meet the criteria, please contact us.