Lead - Managed Service Desk

Role Purpose

JOB DESCRIPTION

The Service Desk & IT Support Delivery Unit (SDU) Leader is accountable for the end-to-end delivery, operational performance, and commercial health of the Managed Service Desk Delivery Unit within the IT Managed Services Business Unit. The role owns three interlocked service lines — IT Support (onsite/remote end-user services), Service Desk (24x7 single point of contact), and L1 Application Functional Support — delivered to enterprise and government clients under SLA / XLA-driven managed services contracts.

Operating within an ITIL v4-aligned Service Value System, the SDU Leader ensures consistent service quality, customer experience, financial performance, and continuous improvement, while building a high-performing, ITIL-mature delivery organization.

Mandatory Selection Criteria

• Service Desk & IT Support Management Experience: Minimum 3 years in a manager-level role leading Service Desk (SD) and IT Support operations.
• Managed Services / Service Provider Background: Prior employment with a managed services provider delivering Service Desk and IT Support under SLA-driven contracts (non-negotiable).
• ITIL v4 Certification: Valid ITIL v4 Foundation certification (minimum). ITIL 4 Managing Professional or Specialist modules preferred.
• Education: Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
• Scale of Operation: Demonstrated leadership of multi-tier (L1/L2) teams of 100+ resources across multiple customer accounts.
  
  

Responsibilities

KEY RESPONSIBILITIES 1. Service Delivery & Operational Leadership

• Own end-to-end delivery of Service Desk, IT Support, and L1 Application Functional Support services across all managed contracts within the Delivery Unit.
• Ensure 24x7 service availability, shift coverage, and resource readiness across all customer environments.
• Act as the single point of accountability for service delivery performance, escalations, and contractual obligations.
• Drive consistent adoption of ITIL v4 practices across Incident, Service Request, Problem, Change Enablement, Knowledge, and Service Level Management.
• Serve as the primary escalation point for major incidents, customer escalations, and complex service issues.
  
  

2. ITIL v4 Process Governance

• Govern adoption of ITIL v4 Service Value Chain activities — Engage, Plan, Improve, Design & Transition, Obtain/Build, Deliver & Support — across the Delivery Unit.
• Maintain mature, auditable processes for Incident, Request, Problem, Change Enablement, Knowledge, and Continual Service Improvement (CSI).
• Ensure SOPs, runbooks, escalation matrices, and knowledge articles are documented, reviewed, and continuously updated.
• Lead internal and external audits (ISO 9001, ISO/IEC 20000, customer governance audits) and ensure timely closure of findings.
  
  

3. Service Desk Operations

• Lead 24x7 Service Desk operations as the single point of contact for end-users across multiple client accounts.
• Govern full ticket lifecycle management within ITSM tools — logging, classification, prioritization, routing, resolution, and closure.
• Drive First Call Resolution (FCR), reduce re-opened tickets, and increase self-service adoption.
• Implement workforce management practices including shift rostering, queue management, schedule adherence, and surge planning.
  
  

4. IT Support / End-User Services

• Lead L1 and L2 onsite and remote IT support teams across customer environments.
• Oversee endpoint lifecycle management including imaging, deployment, patching, hardening, and decommissioning using tools such as Microsoft Intune and SCCM/MECM.
• Govern Active Directory, Azure AD / Entra ID user provisioning, access management, and joiner-mover-leaver (JML) processes.
• Ensure VIP and executive support services meet white-glove service standards.
• Oversee Microsoft 365 operations (Exchange Online, Teams, SharePoint, OneDrive) at L1/L2 level.
  
  

5. L1 Application Functional Support

• Lead L1 Application Functional Support teams covering government applications, e-services portals, ERP systems, case management, and business applications.
• Ensure structured functional triage, business rule validation, and escalation to L2/L3 application teams.
• Drive documentation, knowledge transfer, and training to ensure operational readiness across functional modules.
  
  

6. SLA / XLA / KPI Governance & Reporting

• Own SLA, OLA, and XLA performance across all service lines, ensuring ≥ 98% SLA compliance baseline.
• Govern operational KPIs including CSAT, FCR, MTTR, abandon rate, and others with executive-level reporting.
• Develop dashboards and management reports for leadership and customer governance forums.
• Lead monthly and quarterly service review meetings (MSR/QBR) with customers.
  
  

7. Customer & Stakeholder Management

• Act as senior delivery interface for customer stakeholders, PMO, and business owners.
• Build trust through proactive communication, risk management, and delivery consistency.
• Manage expectations, scope changes, and contractual discussions in coordination with Account Management and Legal teams.
• Identify and drive opportunities for service expansion, automation, and value-added services.
  
  

8. Financial & Commercial Management

• Own Delivery Unit P&L including revenue assurance, cost control, utilization, and forecasting.
• Manage resource costs, overtime, subcontracting, licensing, and tooling within approved budgets.
• Conduct monthly financial performance reviews and ensure alignment with contracted revenue.
• Ensure billing accuracy through validation of deliverables and consumption tracking.
  
  

9. Pre-Sales, RFP & Solutioning Support

• Support pre-sales and sales teams in RFPs, tenders, and solution development.
• Develop proposals including SoW, staffing models, transition plans, RACI matrices, and pricing inputs.
• Participate in customer presentations, due diligence, and bid defense sessions.
  
  

10. Transition, Onboarding & Transformation

• Lead end-to-end service transitions including due diligence, knowledge transfer, shadowing, reverse shadowing, and hypercare.
• Define onboarding plans, milestones, exit criteria, and risk mitigation strategies.
• Drive transformation initiatives including automation, AI-enabled Service Desk, self-service, and shift-left strategies.
  
  

11. AI, Automation & Continual Service Improvement (CSI)

• Drive adoption of AI-enabled Service Desk capabilities including intelligent triage, virtual agents, and AI-assisted resolution.
• Identify and implement automation opportunities using RPA, workflow automation, and self-healing scripts.
• Maintain CSI register and deliver measurable improvement initiatives with defined business impact.
• Ensure governed and practical use of AI with measurable outcomes and human oversight.
  
  

12. People Leadership & Capability Development

• Lead and develop a multi-tier team including Team Leads, Shift Leaders, Engineers, and Functional Analysts.
• Define career development paths, training plans, and certification roadmaps.
• Drive performance management, coaching, feedback, and recognition programs.
• Foster a culture of accountability, customer focus, and operational excellence.
  
  

13. Compliance, Risk & Security

• Ensure compliance with information security policies, data protection regulations, and contractual obligations.
• Maintain compliance with ISO 9001, ISO/IEC 20000, and ISO/IEC 27001 standards applicable to managed services delivery.
  
  

Qualifications

REQUIRED EXPERIENCE

• Minimum 10 years of total IT experience, including at least 3 years as a Service Desk & IT Support Manager.
• Mandatory prior experience with a Service Provider / Managed Services Provider, delivering Service Desk and IT Support under SLA-based contracts for enterprise or government clients.
• Proven leadership of multi-tier (L1/L2), multi-location teams of 40+ resources across multiple customer accounts.
• Demonstrated experience managing 24x7 operations with measurable SLA / XLA performance outcomes.
• Hands-on experience in customer onboarding, service transition, and steady-state operations.
• Strong track record of contributing to RFPs, RFQs, SoWs, technical proposals, and pre-sales solutioning.
• Experience working in ITIL v4-aligned environments with mature ITSM governance practices.
• Exposure to Qatar / GCC enterprise or government accounts is a strong advantage.
  
  

TECHNICAL SKILLS 1. ITSM Platforms

• ServiceNow, BMC Remedy / Helix, ManageEngine ServiceDesk Plus, Ivanti, Symphony Summit (or equivalent enterprise ITSM tools)
• SLA configuration, workflow design, reporting, dashboards, and service automation
  
  

2. End-User Computing & Microsoft Stack

• Microsoft 365: Exchange Online, Teams, SharePoint Online, OneDrive
• Active Directory, Azure AD / Entra ID, Group Policy, Conditional Access
• Microsoft Intune, SCCM / MECM, Autopilot — endpoint deployment, patching, and compliance
• Windows 10/11 support and macOS fundamentals
• Mobile device management (MDM)
  
  

3. Remote Support & Productivity Tools

• Remote support tools: Bomgar / BeyondTrust, TeamViewer, Quick Assist, Ivanti
• Knowledge management platforms and self-service portals
  
  

4. AI, Automation & Analytics (Awareness Level)

• AI Service Desk and Virtual Agent platforms, intelligent ticket classification
• RPA tools: UiPath, Power Automate, and workflow automation solutions
• Power BI or equivalent reporting and analytics tools
  
  

CORE COMPETENCIES 1. Leadership & People Management

• Strong executive presence with ability to engage Director and PMO-level stakeholders
• Leadership of large, multi-disciplinary teams (100+ resources)
• Coaching, mentoring, and succession planning
  
  

2. Service Delivery & Governance

• Deep practical understanding of ITIL v4 framework
• SLA / XLA / KPI design, governance, and reporting
• Strong customer-centric and experience-driven service mindset
  
  

3. Commercial & Strategic

• P&L ownership, gross margin management, and utilization optimization
• RFP / SoW development, pricing strategy, and solution design
• Vendor and subcontractor management
  
  

4. Behavioral Competencies

• Outcome-driven, accountable, and customer-obsessed mindset
• Calm and structured under pressure during major incidents and escalations
• Strong written, verbal, and presentation communication skills
• Bias toward measurable improvement and pragmatic innovation
  
  

About Malomatia

ABOUT US

malomatia is a leading Qatar-based IT services and solutions provider, bringing together top Qatari and international talent to deliver innovative, end-to-end technology solutions that empower clients to achieve their strategic goals.

Our mission

Empowering Qatar’s businesses and governments to leap into the digital future with agile, knowledge-driven solutions.

Our vision

To become Qatar’s trusted knowledge partner in digital transformation, disrupting industries, shaping the future, and building a world-class tech ecosystem.

Driving change that makes a real impact

Since 2008, malomatia has been driving Qatar’s digital transformation through innovative, ISO-certified IT solutions. With expertise across key public and private sectors, we empower the nation’s vision with advanced services in cloud, cybersecurity, AI, and contact center excellence, elevating the role of technology in shaping Qatar’s sustainable future.

About The Team

Established in 2008, malomatia is a Qatari leader in IT services and digital transformation. We serve key sectors including Government, Healthcare, Education, Customs, and Transportation, delivering impactful solutions that support national development goals. Powered by a diverse team of skilled Qatari and international IT professionals, we deliver innovative, high-value digital solutions tailored to the unique needs of our clients.

Our mission is to inspire customers to thrive through digital excellence, and we envision becoming the trusted partner of choice in building a smarter society through technology and talent. We are driven by core values that define our culture and approach: ownership, integrity, empathy, teamwork, transparency, agility, excellence, trust, and innovation.

Join us in shaping the future of technology in Qatar