Service Desk Manager
G42 Healthcare · Abu Dhabi
وصف الوظيفة
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.
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G42 Healthcare
Abu Dhabi