Manager- IT Services Support

Beginning of the main content section.Return to the home pagePrintable Format Job Description - Manager- IT Services Support (26002403)Job Description Manager- IT Services Support - (26002403) Job Description Job Purpose Lead, and continuously optimize the enterprise application support service desk, integrating service request fulfilment, incident management, vendor performance, and user education into a unified support framework that ensures smooth business operations, minimal disruptions, and measurable improvements in application service delivery across RTA.Roles and Responsibilities:StrategyDefine and govern the application support service framework, integrating RTA’s sourcing strategy, risk controls, and service desk operations into a cohesive governance model.Contribute to RTA’s digital roadmap by analyzing support performance trends, licensing needs, and demand forecasts to recommend service improvements and optimize costs.Develop and manage the annual application support budget, forecasting license renewals, staffing, infrastructure upgrades, and vendor contracts. OperationsEstablish and manage the central service desk for RTA application support, ensuring incident and request handling aligns with SLA and operational KPIs.Oversee supplier support performance, ensuring fulfilment of contractual obligations and implementing improvement strategies in case of underperformance.Manage configuration items (CIs), version control, and related documentation to ensure accuracy, traceability, and alignment with enterprise architecture standards.Coordinate service upgrades, minor customizations, and license deployments, ensuring successful implementation and minimal user disruption.Maintain the support services catalogue, supervise daily staff scheduling, and monitor compliance with defined operational procedures Product/Process ImprovementLead service improvement planning through structured RCA, user surveys, KPI analytics, and periodic risk assessments.Oversee delivery of user training, FAQs, and application usage guides to increase adoption and reduce ticket volumes.Standardize and maintain a comprehensive knowledge base and process documentation system to support efficiency, scalability, and onboarding.Govern application asset usage, track licensing compliance, and ensure optimal resource utilization across RTA sectors. Qualifications Job Qualifications & RequirementsEducation: Bachelor’s degree/master’s degree in engineering or information systemExperience: 9+ years in case of master’s degree (11+years in case of bachelor’s degree) in related field Job Category: Technical SupportAdvertiser: Roads and Transport AuthorityDepartment: Information TechnologyEducational-level: BachelorRequired Nationality: UAE Only Suitable for people with determination: NoMonthly Salary: UnspecifiedSchedule-Time: Full timeJob Posting: 02/09/2026Unposting Date: 09/09/2026

Education: Bachelor’s degree or master’s degree in engineering or information systems. Experience: 9+ years with a master’s degree (11+ years with a bachelor’s degree) in a related field. Nationality: UAE Only.

Lead and govern the enterprise application support service framework and central service desk for RTA application support. Oversee supplier performance and contractual obligations, manage configuration items and version control, coordinate service upgrades and license deployments, and maintain operational procedures. Develop and manage the annual application support budget; analyze performance trends, licensing needs, and demand forecasts to optimize costs. Standardize knowledge base, documentation, and user training; monitor SLAs and KPIs; ensure licensing compliance and optimal resource utilization.