Service Desk Manager

About the role

G42 Healthcare is seeking an experienced, customer‑focused Service Desk Manager to lead the Operation & Maintenance Service Desk supporting G42 Americas. Based in Abu Dhabi, the role ensures high‑quality service delivery across multiple locations and time zones, driving operational excellence and continuous improvement.

Key responsibilities

• Lead day‑to‑day Service Desk operations, ensuring timely resolution of incidents, requests and escalations in line with SLAs.
• Monitor performance metrics, KPIs and SLA compliance, and act as the primary escalation point for critical incidents.
• Coordinate with Infrastructure, Security and Service teams to provide 24x7 global support coverage.
• Partner with engineering, commercial and finance teams to understand support requirements and improve service delivery.
• Drive automation, process improvement and adoption of AI‑enabled service management tools.
• Mentor, coach and develop Service Desk engineers, establishing performance objectives and knowledge‑sharing practices.

Required profile

• Bachelor’s degree in IT, Computer Science, Information Systems or related field.
• 7+ years of experience in IT Service Management or End‑User Support, with at least 3 years leading Service Desk teams.
• Proven experience supporting global organizations across multiple regions and time zones.
• Strong stakeholder‑management, communication and leadership abilities.

Required skills

• ServiceNow or Jira Service Management (ITSM platforms)
• ITIL Foundation or higher certification
• AI‑enabled support tools and automation
• Cybersecurity best practices for end‑user support
• Digital employee experience platforms
• IT Service Management and Service Desk Operations

What we offer

• Hybrid work flexibility and a forward‑looking, inclusive workplace.
• Competitive compensation with performance incentives and comprehensive health coverage.
• Lifestyle perks for living in the UAE, including medical support, wellbeing initiatives and exclusive partner discounts.