Service Desk Manager

About the role

G42, a global AI technology leader, is seeking an experienced Service Desk Manager to lead its Operation & Maintenance Service Desk supporting G42 Americas. Based in the UAE, the role ensures high‑quality, 24x7 service delivery across multiple locations and time zones.

Key responsibilities

• Lead day‑to‑day Service Desk operations, managing resources, shift coverage and workload distribution.
• Ensure incidents, service requests and escalations are resolved within SLA targets.
• Monitor performance metrics (KPIs, SLA compliance, CSAT) and drive continuous improvement.
• Act as primary escalation point for critical incidents and coordinate with Infrastructure, Security and Service teams.
• Maintain 24x7 global support coverage and manage stakeholder communications during major events.
• Drive automation, process optimisation and AI‑enabled service management initiatives.
• Track and report operational metrics, prepare monthly reviews and ensure governance compliance.
• Mentor and develop Service Desk engineers, fostering knowledge sharing and performance growth.

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.
• Minimum 3 years leading Service Desk or IT Support teams in an enterprise environment.
• Proven experience supporting global organisations across multiple regions and time zones.
• Strong stakeholder management, communication and leadership abilities.

Required skills

• ServiceNow
• Jira Service Management
• ITIL Foundation (or higher) certification
• AI‑enabled support tools and automation platforms
• Cybersecurity best practices for end‑user support

What we offer

• Hybrid work flexibility with a forward‑looking, inclusive workplace.
• Competitive compensation, performance incentives and comprehensive health coverage.
• Structured development programmes and high‑impact AI projects.
• Lifestyle perks including medical support, wellbeing initiatives and exclusive partner discounts.