Digital Workplace End-user Services Leader

Consultz; Remote; AED 120,000 - 200,000; Full time

Job summary

A leading consultancy in the region is looking for a Digital Workplace End-user Services Leader to manage the enterprise helpdesk function and improve end-user technology experiences. Responsibilities include leading a diverse team, implementing Experience-Level Agreements (XLAs), and enhancing IT support services through automation. Candidates should have a bachelor's degree in a relevant field and extensive experience in IT service delivery, particularly in managing service desks within modern enterprises.

Qualifications

• Minimum of 10 years of experience in IT service delivery, end-user support or helpdesk leadership roles.
• Proven experience managing service desks in modern enterprise environments.
• Demonstrated ability to lead modernization initiatives including implementation of AI/automation and XLA frameworks.

Responsibilities

• Lead and manage the Digital Workplace team including service desk staff.
• Define and implement Experience-Level Agreements (XLAs) for high-quality support.
• Own and enhance core ITIL processes including Incident and Request Management.

Skills

Leadership

IT service delivery

Vendor management

AI automation

Cross-functional team management

Education

Bachelor’s degree in Information Technology, Computer Science, Engineering

ITIL Foundation certification

Project Management or Agile certifications

Tools

ServiceNow

Freshservice

Job description

Consultz is supporting our client a leading SWF in the region in their search for a visionary and hands‑on Digital Workplace End‑user Services Leader.

The incumbent is responsible for leading the enterprise helpdesk function and delivering an outstanding end‑user technology experience. This role oversees the design delivery and continuous improvement of IT support services ensuring responsive, consistent and high‑quality support through modern channels including automation, AI and self‑service. The role will transition the service desk from a traditional SLA‑driven model to one focused on experience‑level outcomes (XLAs), user empowerment and proactive service delivery.

Key Accountabilities

Managerial Responsibilities

• Lead and manage the Digital Workplace team including service desk staff, team leads and technical support engineers.
• Develop team goals and KPIs aligned with IT strategy and organisational objectives.
• Provide coaching, performance management and professional development for direct reports.
• Ensure staffing scheduling and resource management aligns with business support requirements.
• Represent the Digital Workplace function in IT governance steering committees and stakeholder forums.

Core Responsibilities

Service Delivery & Experience

• Ensure reliable, timely and high‑quality support for end users across all digital platforms and services.
• Define and implement Experience‑Level Agreements (XLAs) and other outcome‑driven KPIs (FCR, TTR, CSAT, AI Assist Rate).
• Develop and execute a roadmap to modernise the helpdesk through automation, self‑service and proactive monitoring.

ITSM and Operational Excellence

• Own and evolve core ITIL processes including Incident, Request, Problem and Knowledge Management.
• Lead Root Cause Analysis (RCA) reviews and implement corrective and preventive actions.
• Manage and enhance ITSM platforms (e.g. ServiceNow, Freshservice) workflows and dashboards.

Governance and Continuous Improvement

• Establish operational cadences including weekly reviews, strategic trackers and monthly service performance meetings.
• Track service performance, user feedback and metrics that matter to drive continual service improvement.
• Collaborate with other IT functions and business stakeholders to align IT support with organisational needs.

Stakeholder Engagement

• Act as a key liaison between IT and business teams to ensure alignment, transparency and responsiveness.
• Drive adoption and satisfaction of digital tools through training, change management and communications.
• Proactively surface risks, dependencies and trends across projects and business units.

People Management Responsibilities

• Lead and manage the Digital Workplace team including service desk staff, team leads and technical support engineers.

Requirements

Qualification and Experience

Education and Certification

• Bachelor’s degree in Information Technology, Computer Science, Engineering or related field (required).
• ITIL Foundation certification (required); ITIL Intermediate or Managing Professional (preferred).
• Relevant certifications in Microsoft ServiceNow or other enterprise IT platforms (preferred).
• Project Management or Agile certifications (PMP, PRINCE2, Scrum) are advantageous.

Knowledge and Skill

Experience

• Minimum of 10 years of experience in IT service delivery, end‑user support or helpdesk leadership roles.
• Proven experience managing service desks in modern enterprise environments.
• Demonstrated ability to lead modernisation initiatives including implementation of AI/automation and XLA frameworks.
• Experience in vendor/partner management and delivery of enterprise support services.
• Background in managing cross‑functional teams and delivering results in a matrix environment.