Manager - IT Service Desk - Core42

• Lead and oversee the daytoday operations of the IT Service Desk ensuring the efficient handling of customer inquiries technical issues and service requests.
• Manage escalations executive communication workload balancing performance monitoring staff & shift supervision SLA compliance continuous improvement and customer satisfaction.
• Monitor ticketing systems prioritize incidents and manage escalations to meet SLAs and customer expectations.
• Ensure all IT service requests are logged prioritized and resolved efficiently delivering exceptional customer service.
• Provide technical guidance and support to clients on digital transformation solutions resolving complex technical issues troubleshooting problems and coordinating with relevant teams for prompt issue resolution.
• Develop and implement strategies to optimize service desk operations enhance customer support processes and increase overall efficiency.
• Identify recurring issues and recommend longterm solutions to prevent future incidents.
• Establish and maintain a comprehensive knowledge base for the Service Desk team documenting common issues resolutions and best practices.
• Promote knowledge sharing within the team to facilitate skill development.
• Ensure that the Service Desk team consistently meets SLAs including response time resolution time and customer satisfaction targets.
• Define and track key performance indicators (KPIs) for the Service Desk team.
• Analyze performance data regularly creating reports to measure team efficiency and effectiveness.
• Develop implement and maintain comprehensive service desk policies procedures and standards to enhance service delivery.
• Coordinate training programs to keep the Service Desk team updated on new technologies products and industry trends inculcating a culture of learning and growth within the team.
• Collaborate with other departments such as software development cloud engineering and cyber security to address complex customer issues and provide inputs for product and service enhancements.
• Provide necessary training and resources for team members to ensure consistent highquality service and technical support.
• Oversee service desk budgets including vendor contracts and the procurement of tools and equipment
• Employ remote support tools to provide virtual assistance and remote troubleshooting minimizing the need for onsite visits when possible.
• Continuously identify opportunities to enhance service desk processes tools and knowledge base resources to improve overall support and customer satisfaction.
• Ensure clear and effective communication throughout the support lifecycle.

• Deep knowledge of AI data science and cloud computing technologies
• Proven track record in team management and leadership within large IT support environments
• Attention to detail with solid problemsolving skills and analytical thinking
• Proficiency in project and program management and ontime delivery
• Exceptional customer service skills with a focus on highquality timely delivery
• Strong understanding of financial and business principles contributing to budget management and strategic decisionmaking

• Bachelors degree in Information Technology Computer Science or a related field
• ITIL PMP or other relevant IT service management certifications
• A minimum of 5 years in IT support in management roles with at least 3 years in a supervisory capacity
• Familiarity with advanced cybersecurity measures and tools

• Familiarity with advanced cybersecurity measures and tools
• Outstanding communication and interpersonal skills for effective stakeholder management
• Handson experience with the latest AI and digital transformation tools and strategies
• Demonstrated ability to implement and manage continuous improvement initiatives within IT service environments

If you are a performancedriven inquisitive mind with the agility to adapt to ambiguity you will fit right in. You should be eager to explore opportunities to build meaningful collaborations with stakeholders and aspire to create unique customercentric solutions. Bias for action and a passion to conquer new frontiers in the AI space is at the heart of the Core42 community.

Culture: An open diverse and inclusive environment with a global vision that encourages personal growth and focuses on groundbreaking industryfirst innovations.

Career: Outstanding learning development & growth opportunities via structured training programs and innovative hightech projects.

WorkLife: A hybrid work policy to strike the perfect balance between office and home.

Rewards: A competitive remuneration package with a host of perks including healthcare education support leave benefits and more.