Manager- IT Services Support

Roads and Transport Authority; Dubai; On-site; AED 150,000 - 210,000; Full time

Job summary

Roads and Transport Authority seeks a senior professional to lead the enterprise application support service desk and integrate incident management, licensing, and vendor performance into a unified framework. You will guide strategy, governance, and cost controls while coordinating service upgrades and user education to minimize disruptions.

The role requires a senior background in application support with strong budgeting, governance, and vendor management skills, ensuring reliable delivery

Qualifications

• Bachelor’s or Master’s degree in engineering or information systems.
• 9+ years in related field for Master’s, 11+ years for Bachelor’s degree.

Responsibilities

• Define and govern the application support service framework within RTA’s governance model.
• Develop and manage annual budget including licensing, staffing, and vendor contracts.
• Establish and manage central service desk ensuring incident handling aligns with SLA and KPIs.
• Oversee supplier support performance and implement improvements for underperforming vendors.
• Coordinate service upgrades, license deployments, and documentation to ensure minimal user disruption.
• Standardize knowledge base and process documentation for efficiency and onboarding.

Skills

Service desk

Incident management

Vendor management

Governance

Budget forecasting

Knowledge base

Education

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