Service Excellence Associate Principal

About the role

Fisher HR is hiring a Service Excellence Associate Principal in Dubai. The role combines team leadership of the service desk with hands-on IT operations, asset and access management, partner onboarding and ITIL-based service reporting.

Key responsibilities

• Lead and manage the service desk team, plan workload and capacity, and act as escalation point for critical issues
• Monitor ticket volumes, trends and SLAs, and drive automation and workflow improvements
• Oversee L1 support, incident management, request fulfillment and ticket escalation to L2 service owners
• Supervise installation, configuration and maintenance of desktops, laptops, OS and applications, and security patches, antivirus, VPN and VMs
• Manage IT assets, software inventories and configuration management repositories
• Govern user access across applications, define access control matrices and run periodic access reviews; oversee partner access certificates
• Own end-to-end onboarding of integration partners, coordinating with technology, security and operations teams
• Ensure adherence to ITIL practices, coordinate downtime and upgrade communications, and prepare weekly and monthly service reports
• Support enterprise applications (ERP, CRM) and data quality issues such as credit report discrepancies

Required profile

• Bachelor's degree or equivalent work experience
• Proven team leadership and management experience
• Experience in IT service delivery, SLA management and ticketing systems
• Experience installing and configuring computer systems in large organizations
• English proficiency; Arabic and a Master's degree or business specialization are 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, ERP/CRM support, identity governance and partner integration knowledge