Digital Workplace Leader: AI-Driven End-User Services

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

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.