Manager - IT Services Support

Roads and Transport Authority; Dubai; On-site; AED 350,000 - 550,000; Full time

Job summary

Roads and Transport Authority seeks a seasoned leader to head enterprise application support and continuously optimize the service desk. You will integrate service requests, incidents, vendor performance, and user education into a unified framework to ensure smooth operations and measurable improvements in service delivery.

The role requires oversight of budgeting, licensing, and governance, with strong emphasis on ITIL-aligned processes and enterprise architecture alignment.

Qualifications

• Bachelor’s or Master’s degree in engineering or information system management information systems (MIS), information systems, engineering, or related fields.
• Experience: 9+ years with master’s degree or 11+ years with bachelor’s degree in a related field.

Responsibilities

• Define and govern the application support service framework, integrating sourcing strategy, risk controls, and service desk operations into a cohesive governance model.
• Contribute to 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.
• 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 improvements where needed.
• Manage configuration items (CIs), version control, and related documentation to ensure accuracy and alignment with enterprise architecture.
• Coordinate service upgrades, minor customisations, and license deployments with minimal user disruption.
• Maintain the support services catalogue, supervise staff scheduling, and monitor procedures.

Education

Bachelor’s degree

Master’s degree

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.

Roles And Responsibilities

• 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