Global Service Desk Leader (24/7 IT Support)

G42 Healthcare; Abu Dhabi; Hybrid; AED 350,000 - 520,000; Full time

Benefits offered by this job

Hybrid work flexibility

Growth through AI projects

Health coverage

Partner discounts

Job summary

G42 seeks an experienced Service Desk Manager to lead the day-to-day operations of the Service Desk supporting G42 Americas, with responsibility for incident resolution, SLA adherence, and a customer-centric support culture across multiple locations.

Based in the UAE, the role requires strong leadership, ITSM expertise, and collaboration with engineering, security, and business units to ensure 24x7 coverage and continuous service improvement in a fast-paced AI-driven environment.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field.
• 7+ years of experience in IT Service Management, End User Support, or Service Desk Operations.
• Minimum 3 years of experience leading Service Desk or IT Support teams in an enterprise environment.
• Experience supporting global organizations across multiple regions and time zones.
• Experience managing ITSM platforms such as ServiceNow, Jira Service Management, , or similar solutions.
• Excellent stakeholder management, communication, and leadership skills.

Responsibilities

• Lead and manage the day-to-day operations of the Service Desk supporting G42 Americas products and services.
• Ensure timely resolution of incidents, service requests, and escalations in accordance with agreed service levels (SLAs).
• Establish and maintain a high-performing, customer-centric support culture.
• Manage Service Desk resources, workload distribution, shift coverage, and operational priorities.
• Monitor Service Desk performance metrics, KPIs, and SLAs to ensure service excellence.
• Develop and maintain incident management, request fulfillment, escalation, and problem management processes.
• Act as the primary escalation point for critical incidents affecting business operations.
• Coordinate with Infrastructure, Security, and Service teams to drive issue resolution.
• Ensure effective support coverage 24x7 for our global customers.
• Partner with engineering, commercial, and finance to understand support requirements and improve service delivery.
• Provide regular operational updates and service performance reporting to leadership.
• Manage customer communications during major incidents, outages, and planned maintenance activities.
• Build strong relationships with internal and external technology partners.
• Drive automation and process improvement initiatives to enhance service efficiency and customer experience.
• Identify recurring issues and implement preventive measures through root-cause analysis.
• Maintain and optimize ITSM platforms, knowledge bases, service catalogs, and support documentation.
• Support the adoption of AI-enabled service management capabilities and self-service solutions.
• Track and report key operational metrics, including SLA Compliance, FCR, Backlog, MTTR, CSAT, and availability.
• Prepare monthly service reviews and executive-level operational reports.
• Ensure adherence to governance, compliance, and security standards.
• Mentor, coach, and develop Service Desk engineers.

Skills

ITSM

End User Support

Service Desk Operations

Leadership

Stakeholder Management

Communication

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Jira Service Management

Job description

G42 seeks an experienced Service Desk Manager to lead the day-to-day operations of the Service Desk supporting G42 Americas, with responsibility for incident resolution, SLA adherence, and a customer-centric support culture across multiple locations.

Based in the UAE, the role requires strong leadership, ITSM expertise, and collaboration with engineering, security, and business units to ensure 24x7 coverage and continuous service improvement in a fast-paced AI-driven environment.