Associate Principal - Service Excellence

About the role

Fisher HR is recruiting an Associate Principal for Service Excellence in Dubai. The role leads the service desk team and oversees IT service delivery, technical support, IT asset management, user access governance, partner onboarding and ITIL-compliant reporting.

Key responsibilities

• Lead and manage the service desk team, plan workload and capacity, and drive improvement initiatives from planning to deployment
• Monitor ticket volumes, recurring issues and SLAs, and act as escalation point for critical issues
• Oversee L1 support, incident management, request fulfillment and ticket resolution, and coordinate escalations to L2 service owners
• Supervise installation, configuration and maintenance of desktops, laptops, OS and business applications, and security patches, antivirus, VPN, VMs and peripherals
• Manage IT assets, software inventories, configuration management repositories and equipment monitoring
• Govern user access across applications, define access control matrices and least-privilege models, and oversee access reviews and partner access (banks, financial institutions, government)
• Own the end-to-end onboarding of integration partners, coordinating with technology, security and operations teams
• Ensure adherence to ITIL practices (incident, request, change and problem management), coordinate downtime and upgrade communications, and prepare weekly and monthly service reports
• Support enterprise applications such as ERP and CRM, and resolve data quality issues reported by customers

Required profile

• Bachelor's degree or equivalent work experience; preferred: Master's degree or specialization in Business
• Proven team leadership and management experience
• Experience in IT service delivery, SLA management and ticketing systems
• Experience installing and configuring computer systems and applications in large organizations
• English proficiency; Arabic proficiency preferred

Required skills

• Extensive experience with Windows and open-source operating systems
• Experience configuring Cisco IP telephones
• Knowledge of product review, commercial agreements and business frameworks
• Preferred: MCSA, MCITP or Azure certification, and experience with ERP, CRM and help desk tools
• Preferred: knowledge of user access management, identity governance, databases, backup systems, network and local printers, biometric systems and CCTV