Manager- IT Services Support

Dubai Careers - A Smart Dubai Initiative; Dubai; On-site; AED 350,000 - 580,000; Full time

Job summary

Roads and Transport Authority in Dubai seeks a senior leader to head the enterprise application support service desk, aligning service requests, incidents, and vendor performance into a unified framework. You will drive cost efficiency, governance, and continuous improvement across IT operations.

The role governs service delivery, budgets, and asset management while coordinating upgrades and adoption programs to ensure smooth business operations across the organization.

Qualifications

• Bachelor’s degree or master’s degree in engineering or information system.
• 9+ years experience with master’s degree (11+ years with bachelor’s).

Responsibilities

• Define and govern the application support service framework, integrating sourcing strategy, risk controls, and service desk operations.
• Contribute to the digital roadmap by analyzing support performance trends, licensing needs, and demand forecasts.
• Develop and manage the annual application support budget, forecasting licenses, staffing, and vendor contracts.
• Establish and manage the central service desk for application support, aligning with SLA and KPIs.
• Oversee supplier support performance and implement improvement strategies for underperformance.
• Manage configuration items, version control, and related documentation for accuracy and traceability.
• Coordinate service upgrades, minor customizations, and license deployments with minimal user disruption.
• Maintain the service catalogue, supervise staff scheduling, and ensure procedural compliance.
• Lead service improvement planning through RCA, user surveys, KPI analytics, and risk assessments.
• Oversee user training, FAQs, and usage guides to reduce ticket volumes and increase adoption.
• Standardize knowledge base and process documentation to support efficiency and onboarding.
• Govern application asset usage and licensing compliance across RTA sectors.

Education

Bachelor’s degree/master’s degree in engineering or information system

Job description

Job Description

Lead, and continuously optimize the enterprise application support service desk, integrating service request fulfilment, incident management, vendor performance, and user education into a unified support framework that ensures smooth business operations, minimal disruptions, and measurable improvements in application service delivery across RTA.

Job Purpose

Lead, and continuously optimize the enterprise application support service desk, integrating service request fulfilment, incident management, vendor performance, and user education into a unified support framework that ensures smooth business operations, minimal disruptions, and measurable improvements in application service delivery across RTA.

Roles and Responsibilities

Strategy

• Define and govern the application support service framework, integrating RTA’s sourcing strategy, risk controls, and service desk operations into a cohesive governance model.
• Contribute to RTA’s digital roadmap by analyzing support performance trends, licensing needs, and demand forecasts to recommend service improvements and optimize costs.
• Develop and manage the annual application support budget, forecasting license renewals, staffing, infrastructure upgrades, and vendor contracts.

Operations

• Establish and manage the central service desk for RTA application support, ensuring incident and request handling aligns with SLA and operational KPIs.
• Oversee supplier support performance, ensuring fulfilment of contractual obligations and implementing improvement strategies in case of underperformance.
• Manage configuration items (CIs), version control, and related documentation to ensure accuracy, traceability, and alignment with enterprise architecture standards.
• Coordinate service upgrades, minor customizations, and license deployments, ensuring successful implementation and minimal user disruption.
• Maintain the support services catalogue, supervise daily staff scheduling, and monitor compliance with defined operational procedures

Product/Process Improvement

• Lead service improvement planning through structured RCA, user surveys, KPI analytics, and periodic risk assessments.
• Oversee delivery of user training, FAQs, and application usage guides to increase adoption and reduce ticket volumes.
• Standardize and maintain a comprehensive knowledge base and process documentation system to support efficiency, scalability, and onboarding.
• Govern application asset usage, track licensing compliance, and ensure optimal resource utilization across RTA sectors.

Job Qualifications & Requirements

• Education: Bachelor’s degree/master’s degree in engineering or information system
• Experience: 9+ years in case of master’s degree (11+years in case of bachelor’s degree) in related field

Job Category

Technical Support

Advertiser

Roads and Transport Authority

Department

Information Technology

Required Nationality

UAE Only

Monthly Salary

Unspecified

Schedule-Time

Full time

Job Posting

03/09/2026

Unposting Date

10/09/2026