Manager - IT Services Support

Roads and Transport Authority; Dubai; On-site; AED 320,000 - 480,000; Full time

Job summary

Roads and Transport Authority is seeking an experienced leader to head the enterprise application support service desk, aligning incident management, requests, vendor performance, and user education into a unified framework to ensure smooth operations. You will contribute to the digital roadmap, forecast licensing needs, and manage the annual budget for applications support.

You will establish the central service desk, monitor SLAs and KPIs, oversee supplier performance, and drive improvements

Qualifications

• Education: Bachelor's or Master's degree in Engineering, MIS, Information Systems, or related field.
• Experience: 9+ years with a master's degree; 11+ years with a bachelor's.

Responsibilities

• Define and govern the application support service framework, integrating sourcing strategy, risk controls and service desk operations.
• Contribute to digital roadmap by analyzing support performance trends, licensing needs, and demand forecasts to optimize costs.
• Develop and manage the annual application support budget, forecasting renewals, staffing, infra upgrades, and vendor contracts.
• Establish and manage the central service desk for application support, ensuring incident and request handling aligns with SLA and KPIs.
• Oversee supplier support performance, ensuring fulfilment of contractual obligations and implementing improvement strategies when underperforming.
• Manage configuration items, version control, and documentation to ensure accuracy and traceability.
• Coordinate service upgrades, minor customizations, and license deployments with minimal user disruption.
• Maintain the support services catalogue, supervise daily staff scheduling, and monitor procedures compliance.
• Lead service improvement planning through RCA, user surveys, KPI analytics, and risk assessments.
• Oversee delivery of user training, FAQs, and usage guides to reduce ticket volumes.
• Standardize and maintain a knowledge base and process docs for efficiency and onboarding.
• Govern application asset usage and licensing compliance across RTA sectors.

Education

Bachelor’s or Master’s degree in Engineering or MIS/Information Systems

Job description

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 Management Information Systems (MIS), Information Systems, Engineering, or related fields
• Experience – 9+ years in case of master’s degree (11+years in case of bachelor’s degree) in related field