Manager Service Desk.Infrastructure Operations -End User Services

The Service Desk Manager  is responsible for leading the day-to-day operations, performance, and strategic development of the Global Service Desk function. This role ensures the delivery of high-quality, user-centric support services across all Mashreq locations, aligning with business goals and IT strategies. The SD Manager will oversee a team of analysts, leads, and contractors, driving operational excellence, continuous improvement, and enhanced user experience.

Operational Excellence

• Ensure the Service Desk meets or exceeds SLAs, KPIs, and user satisfaction scores.
• Maintain effective shift coverage and resourcing plans to handle daily support demand.
• Reduce call wait times, improve first-contact resolution, and lower repeat incidents.

Service Improvement and Innovation

• Drive and support continuous improvement initiatives, including automation, self-service, and chatbot AI integration.
• Own the governance of P5 tickets and improve time to resolution through better processes and accountability.

Incident and Escalation Management

• Act as the escalation point for all high-impact incidents and VIP user issues.
• Collaborate with Incident Management and other resolver teams to ensure swift resolution and clear communication.

Stakeholder and Cross-Functional Engagement

• Build strong relationships with Infrastructure, Service Management, Security, Application, and Project teams.
• Represent the Service Desk in planning meetings, project discussions, and governance forums.
• Collaborate on project support models, early life support, and change readiness.

Team Leadership and Development

• Manage, coach, and develop a high-performing team of analysts, leads, and contractors.
• Conduct performance reviews, create development plans, and support career progression.
• Foster a culture of accountability, empathy, and service excellence.

Reporting And Analytics

• Own and deliver high level reporting on Service Desk performance, trends, and issues.
• Use data to identify recurring problems, support root cause analysis, and highlight improvement areas.
• Provide insights to support IT strategy and resource planning.

Vendor and Contractor Oversight

• Manage third-party resources and ensure contractor performance meets expectations.
• Act as a point of contact for onboarding, escalation and contract renewals related to frontline support
• Bachelor's degree in Computing, Business Administration or related field or a minimum of 8 years demonstrated experience in business change, transformation and/or information technology
• Proven track record of leadership in driving successful innovation initiatives.
• Strong understanding of internal operations and processes, with a focus on optimizing efficiency and enhancing the employee experience
• Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization.
• Strategic mindset with the ability to think analytically and make data-driven decisions.
• Ability to empower others by collaborating on joint ideas and encourage stakeholders to view change as a positive process.
• Excellent presentation, time management and collaborating skills.

The leading financial institution in MENA While more than half a century old, we proudly think like a challenger, startup, and innovator in banking and finance, powered by a diverse and dynamic team who put customers first. Together, we pioneer key innovations and developments in banking and financial services. Our mandate? To help customers find their way to Rise Every Day, partnering with them through the highs and lows to help them reach their goals and unlock their unique vision of success. Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.  We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.