Strategic IT Services & Application Support Lead

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

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