Manager - IT Service Desk

Overview

Seeking a dynamic, excellence-driven, and client-focused IT Service Desk Manager, to lead and oversee the optimal functioning of Core42's Service Desk, providing top-tier IT support, outstanding customer care, expert technical assistance, and timely issue resolution to our portfolio of digital transformation clients. As the senior point of contact for IT-related queries, you will resolve complex IT-related issues, continuously improving the end-to-end support process and upholding the company's commitment to delivering the highest quality service and customer satisfaction levels.

To make a significant impact on 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 hone 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. Building on our capabilities as sovereign cloud and HPC specialist, we bring generative AI, cybersecurity, professional and managed services expertise to enable national-scale program deployments across industries.

Responsibilities

Key responsibilities

Functional

• Lead and oversee the day-to-day operations of the IT Service Desk, ensuring the 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, delivering exceptional customer service.
• Provide technical guidance and support to clients on digital transformation solutions, resolving complex technical issues, troubleshooting problems, and coordinating with relevant teams for prompt issue resolution.
• Develop and implement strategies to optimize service desk operations, enhance customer support processes, and increase overall efficiency.
• Identify recurring issues and recommend long-term solutions to prevent future incidents.
• Establish and maintain a comprehensive knowledge base for the Service Desk team, documenting common issues, resolutions, and best practices.
• Promote knowledge sharing within the team to facilitate skill development.
• Ensure that the Service Desk team consistently meets SLAs, including response time, resolution time, and customer satisfaction targets.
• Define and track key performance indicators (KPIs) for the Service Desk team.
• Analyze performance data regularly, creating reports to measure team efficiency and effectiveness.
• Develop, implement, and maintain comprehensive service desk policies, procedures, and standards to enhance service delivery.
• Coordinate training programs to keep the Service Desk team updated on new technologies, products, and industry trends, inculcating a culture of learning and growth within the team.
• Collaborate with other departments such as software development, cloud engineering, and cyber security to address complex customer issues and provide inputs for product and service enhancements.
• Provide necessary training and resources for team members to ensure consistent high-quality service and technical support.
• Oversee service desk budgets, including vendor contracts and the procurement of tools and equipment
• Employ remote support tools to provide virtual assistance and remote troubleshooting, minimizing the need for on-site visits when possible.
• Continuously identify opportunities to enhance service desk processes, tools, and knowledge base resources to improve overall support and customer satisfaction.
• Ensure clear and effective communication throughout the support lifecycle.
  
  

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
• Attention to detail with solid problem-solving skills and analytical thinking
• Proficiency in project and program management, and on-time delivery
• Exceptional customer service skills, with a focus on high-quality, timely delivery
• Strong understanding of financial and business principles, contributing to budget management and strategic decision-making
  
  

To qualify, you must have

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

Ideally, you’ll also need

• Familiarity with advanced cybersecurity measures and tools
• 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 service environments
  
  

What We Look For

If you are a performance-driven, inquisitive mind with the agility to adapt to ambiguity, you will fit right in. You should be eager to explore opportunities to build meaningful collaborations with stakeholders and aspire to create unique customer-centric solutions. Bias for action and a passion to conquer new frontiers in the AI space is at the heart of the Core42 community.

What Working At Core42 Offers

Culture: An open, diverse, and inclusive environment with a global vision that encourages personal growth and focuses on groundbreaking, industry-first innovations.

Career: Outstanding learning, development & growth opportunities via structured training programs and innovative, high-tech projects.

Work-Life: A hybrid work policy to strike the perfect balance between office and home.

Rewards: A competitive remuneration package with a host of perks including healthcare, education support, leave benefits and more.

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