IT Operations Manager

IT Operations Manager Location: Abu Dhabi, UAE Inception42, a G42 company, is the region’s leading innovator of AI-powered domain-specific as well as industry-agnostic products, built on a rich heritage of research and development. Within the G42 ecosystem, Inception42 functions as the core intelligence layer – transforming data and compute infrastructure into real-world, applied AI solutions. Beyond its commercial endeavors, Inception42 is committed to creating positive societal impact. For more information, please visit www.inceptionai.ai Overview We are looking for an IT Operations Manager to own the reliability and day-to-day performance of Inception42’s workplace technology services. You will lead service desk operations, end-user support, endpoint and mobile device management, device provisioning, and meeting-room technology. The role combines hands-on operational leadership with service management discipline: resolving complex issues, improving SLAs and user experience, strengthening controls, and building repeatable processes that can scale with a fast-moving AI product organization. You will work closely with Infrastructure, Cybersecurity, Applications, People, Facilities, and business teams to keep employees productive and technology services dependable. What You’ll Own • Own the day-to-day operation of the IT Service Desk and end-user support function, with clear accountability for service quality, coverage, prioritisation, and resolution outcomes. • Define and continuously improve practical IT service management processes across incidents, requests, problems, changes, escalations, and knowledge, aligned with ITIL principles and the needs of the business. • Run service performance through meaningful SLAs, KPIs, backlog health, user feedback, trend analysis, and regular reviews; turn the data into focused improvement plans and accountable execution. • Lead major incidents and complex escalations from triage through recovery, stakeholder communication, root-cause analysis, and permanent corrective action. • Own the endpoint lifecycle across laptops, desktops, mobile devices, and approved peripherals, including standards, builds, provisioning, deployment, patching, compliance, refresh, recovery, and secure retirement. • Operate and improve endpoint and mobile device management platforms, covering enrollment, configuration, application deployment, policy enforcement, inventory accuracy, remediation, and automation. • Ensure meeting rooms, audiovisual systems, and collaboration platforms are reliable, supportable, and ready for high-value meetings and company-wide events. • Maintain clear service documentation, runbooks, operating procedures, support knowledge, service catalogue content, asset records, and audit evidence so operations remain repeatable and resilient. • Coordinate closely with Infrastructure, Cybersecurity, Applications, People, and Facilities on onboarding, offboarding, access dependencies, office changes, technology rollouts, and operational risk. • Manage support vendors and service partners against defined scope, service levels, quality, cost, and escalation commitments; surface risks early and drive corrective action. • Build a capable, accountable operations team through clear goals, coaching, workload and capacity planning, knowledge sharing, and disciplined follow-through. • Drive automation, self-service, standardisation, and problem elimination to reduce avoidable demand, shorten resolution time, and improve the employee technology experience. What We’re Looking For • Strong fundamentals in IT operations, service desk management, endpoint management, workplace technology, and service management. • A track record of leading enterprise IT support services in production environments, with ownership of reliability, user experience, service performance, and operational controls. • Hands-on experience with endpoint and mobile device management platforms, standard device builds, application deployment, patching, compliance policies, and lifecycle operations. • Practical knowledge of ITIL-based incident, request, problem, change, escalation, and knowledge management, applied with judgment rather than process for its own sake. • Strong incident leadership and debugging ability, including calm prioritisation, clear communication, and decisive escalation during business-critical service disruption. • The ability to use operational data, service metrics, and recurring issue patterns to identify risk, improve performance, and make sound investment decisions. • Strong systems thinking and the ability to work across ambiguity, multiple dependencies, and changing priorities without losing operational discipline. • Clear communication and stakeholder influence across technical teams, business users, leadership, and external service providers. • A high-ownership approach to service quality, security, documentation, team leadership, and continuous improvement. Nice to Have • Experience with Microsoft Intune, Windows Autopilot, Configuration Manager, Entra ID, Microsoft 365, ITSM platforms, remote support tooling, or workflow automation. • Experience operating workplace technology services in regulated, enterprise-scale, audit-intensive, or high-growth technology environments. • Experience with meeting-room and collaboration technologies, service-provider management, and office technology rollout programmes. • A relevant degree or certifications such as ITIL 4, Microsoft Endpoint Administrator, Microsoft 365, CompTIA, ISO 20000, or ISO 27001. Show more Show less

Strong fundamentals in IT operations, service desk management, endpoint management, workplace technology, and service management. A track record of leading enterprise IT support services in production environments, with ownership of reliability, user experience, service performance, and operational controls. Hands-on experience with endpoint and mobile device management platforms, standard device builds, application deployment, patching, compliance policies, and lifecycle operations. Practical knowledge of ITIL-based incident, request, problem, change, escalation, and knowledge management, applied with judgment rather than process for its own sake. Strong incident leadership and debugging ability, including calm prioritisation, clear communication, and decisive escalation during business-critical service disruption. The ability to use operational data, service metrics, and recurring issue patterns to identify risk, improve performance, and make sound investment decisions. Strong systems thinking and the ability to work across ambiguity, multiple dependencies, and changing priorities without losing operational discipline. Clear communication and stakeholder influence across technical teams, business users, leadership, and external service providers. A high-ownership approach to service quality, security, documentation, team leadership, and continuous improvement.

Own the day-to-day operation of the IT Service Desk and end-user support function, with clear accountability for service quality, coverage, prioritisation, and resolution outcomes. Define and continuously improve practical IT service management processes across incidents, requests, problems, changes, escalations, and knowledge, aligned with ITIL principles and the needs of the business. Run service performance through meaningful SLAs, KPIs, backlog health, user feedback, trend analysis, and regular reviews; turn the data into focused improvement plans and accountable execution. Lead major incidents and complex escalations from triage through recovery, stakeholder communication, root-cause analysis, and permanent corrective action. Own the endpoint lifecycle across laptops, desktops, mobile devices, and approved peripherals, including standards, builds, provisioning, deployment, patching, compliance, refresh, recovery, and secure retirement. Operate and improve endpoint and mobile device management platforms, covering enrollment, configuration, application deployment, policy enforcement, inventory accuracy, remediation, and automation. Ensure meeting rooms, audiovisual systems, and collaboration platforms are reliable, supportable, and ready for high-value meetings and company-wide events. Maintain clear service documentation, runbooks, operating procedures, support knowledge, service catalogue content, asset records, and audit evidence so operations remain repeatable and resilient. Coordinate closely with Infrastructure, Cybersecurity, Applications, People, and Facilities on onboarding, offboarding, access dependencies, office changes, technology rollouts, and operational risk. Manage support vendors and service partners against defined scope, service levels, quality, cost, and escalation commitments; surface risks early and drive corrective action. Build a capable, accountable operations team through clear goals, coaching, workload and capacity planning, knowledge sharing, and disciplined follow-through. Drive automation, self-service, standardisation, and problem elimination to reduce avoidable demand, shorten resolution time, and improve the employee technology experience.