Manager – IT Services Support
Job role insights
Date posted
November 9, 2026
Hiring location
Dubai
Career level
Manager
Qualification
Bachelor’s or Master’s degree in Engineering information systems Management Information Systems or a related field
Experience
9+ years (Master’s) / 11+ years (Bachelor’s)
Quantity
1 person
Gender
Any
Description
RTA is recruiting a manager to lead and continually improve its enterprise application support service desk. The role brings service requests, incident handling, supplier performance and user education into one support framework. Its purpose is to keep business applications available, minimise disruption and improve the quality, consistency and cost-effectiveness of application services delivered across the Authority.
Key Responsibilities
- Define and govern the application support service framework, bringing sourcing arrangements, risk controls and service desk operations together under clear procedures.
- Use service performance trends, licence requirements and demand forecasts to recommend service improvements, support digital plans and optimise operating costs.
- Prepare and manage the annual application support budget, including licence renewals, staffing, infrastructure upgrades and supplier contracts.
- Operate the central application service desk and ensure incidents and requests are managed against agreed service-level agreements and operational KPIs.
- Monitor supplier performance and contractual commitments, taking action and agreeing improvement plans when service providers do not meet expectations.
- Maintain configuration records, version control and technical documentation, and coordinate upgrades, minor customisations and licence deployments with minimal disruption.
- Use root-cause analysis, customer surveys, KPI reviews and risk assessments to improve services, while providing user guidance, FAQs and a structured knowledge base.
Requirements and Qualifications
A bachelor’s or master’s degree in engineering or an information-systems discipline is required. Related fields may include Management Information Systems (MIS), Information Systems or Engineering. The stated experience threshold is 9 or more years for master’s degree holders and 11 or more years for bachelor’s degree holders.
Skills and Competencies
The position calls for application support leadership, service desk governance, incident and request management, SLA monitoring, supplier oversight, budget planning, configuration management, licensing control and structured service improvement.
Employment Details
Full-time role with Roads and Transport Authority in Dubai, UAE. Salary details are not confirmed in the listing.
Skills
select-type
Full Time
Interested in this job?
41 days left to apply
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