Manager- IT Services Support

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: Strategy • Define 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. • Operations • Establish 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 Improvement • Lead 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 & Requirements • Education: Bachelor’s degree/master’s degree in engineering or information system • Experience: 9+ years in case of master’s degree (11+years in case of bachelor’s degree) in related field Job Category Technical Support Advertiser Roads and Transport Authority Department Information Technology Required Nationality UAE Only Monthly Salary Unspecified Schedule-Time Full time Job Posting 02/09/2026 Unposting Date 09/09/2026 Show more Show less

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 related field.

Lead and optimize the enterprise application support service desk; define and govern the application support service framework; manage annual budget and licensing; establish and manage the central service desk; oversee supplier support performance; manage configuration items (CIs), version control, and documentation; coordinate service upgrades and license deployments; maintain the support services catalogue; lead service improvement planning; oversee user training, FAQs, and guides; standardize knowledge base and documentation; govern application asset usage and licensing compliance.