IT Service Lead

About the role

A leading multi‑entity construction and engineering group in the UAE is looking for an IT Service Lead to own the quality, governance and continuity of IT services across its head office and multiple construction sites. The role bridges corporate IT governance with the practical needs of live sites, ensuring reliable service desk operations, endpoint management and secure connectivity.

Key responsibilities

• Own and operate ManageEngine ServiceDesk Plus Cloud, configuring workflows, SLAs, escalation rules and knowledge base.
• Define, monitor and report service level agreements for all support tiers and business units.
• Apply ITIL 4 practices across incident, problem, change and request management and drive continual service improvement.
• Lead, coach and schedule a distributed team of site‑based engineers across multiple emirates.
• Act as primary escalation point for complex incidents and coordinate major incident response.
• Deploy and manage ManageEngine Endpoint Central for the full device estate, enforcing compliance, encryption and configuration baselines.
• Oversee the complete asset lifecycle from procurement to decommission, maintaining accurate audit records.

Required profile

• 10+ years of experience in IT service delivery, endpoint management and multi‑site operations, preferably in construction or contracting.
• Minimum 3 years of experience leading a distributed support team.
• Bachelor’s degree in Computer Science, Information Technology or a related field.
• ITIL 4 Foundation (or higher) certification is mandatory.

Required skills

• ManageEngine ServiceDesk Plus
• ManageEngine Endpoint Central
• ITIL 4
• CompTIA Security+
• CrowdStrike Falcon Administrator
• Microsoft Azure Fundamentals (AZ‑900)
• CCNA (advantageous)