Lead - Managed Service Desk

Role Overview

The leader of the Service Desk & IT Support Delivery Unit (SDU) holds accountability for comprehensive delivery, operational excellence, and financial health of the Managed Service Desk within the IT Managed Services division. This position supervises three integrated service lines: IT Support (onsite/remote end-user assistance), a 24x7 Service Desk acting as the primary contact point, and Level 1 Application Functional Support. These services are extended to enterprise and government clients governed by SLA and XLA contractual agreements.

Operating under a framework aligned with ITIL v4 service value principles, the SDU Leader guarantees steady service quality, customer satisfaction, strong financial outcomes, and continuous organizational improvement while cultivating a mature, high-performing ITIL-driven team.

Key Responsibilities

• Manage full lifecycle of Service Desk, IT Support, and L1 Application Functional Support services for all contracts.
• Ensure continuous 24x7 operations with adequate shift coverage and resource preparedness.
• Serve as the ultimate escalation point for incidents, contractual obligations, and customer concerns.
• Drive ITIL v4 practice adoption across critical processes including Incident, Request, Problem, Change, Knowledge, and Service Level Management.
• Lead ITIL v4 service chain governance ensuring auditable and documented processes, runbooks, and escalation protocols.
• Supervise 24x7 Service Desk multi-account operations ensuring effective ticket management and improved performance metrics like First Call Resolution and reduced ticket reopens.
• Oversee IT Support teams handling endpoint management, Active Directory and Microsoft 365 administration, and executive priority services.
• Direct L1 Application Functional Support teams providing business application assistance and functional triage to higher-level support.
• Maintain compliance with SLAs, OLAs, XLAs, targeting minimum 98% SLA adherence and handling KPI-based executive reporting.
• Act as senior liaison with customers and stakeholders, managing expectations, contracts, and service improvements.
• Manage financial aspects including budgeting, resource costs, revenue assurance, and billing accuracy.
• Support pre-sales processes with proposal development, staffing plans, and customer presentations.
• Lead service transitions, onboarding, and transformational initiatives involving automation, AI, and workflow enhancements.
• Encourage AI and automation adoption in service desk operations ensuring measurable improvements and proper governance.
• Develop and mentor a large multi-level team, fostering career growth, performance management, and a culture prioritizing accountability and excellence.
• Ensure compliance with security, risk, and quality standards including ISO certifications and data protection rules.

Required Qualifications and Experience

• Minimum 10 years in IT, with at least 3 years leading Service Desk and IT Support at managerial level.
• Substantial experience within managed services or service providers supporting SLA-driven enterprise or governmental clients.
• Proven ability to supervise large, multi-location teams of over 40 personnel across multiple accounts and maintain 24x7 service delivery.
• Hands-on expertise in onboarding customers, service transitions, and continuous operations.
• Proven participation in RFPs, RFQs, technical proposals, and pre-sales solutioning activities.
• Strong familiarity with ITIL v4 standards and an ITIL v4 Foundation certification required (advanced ITIL certifications preferred).
• Experience serving Qatar or GCC clients is advantageous.

Technical Skills

• Proficient in enterprise ITSM platforms such as ServiceNow, BMC Remedy/Helix, ManageEngine, Ivanti, Symphony Summit or equivalents.
• Knowledge of Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive and identity management via Active Directory, Azure AD/Entra ID.
• Expertise with endpoint management tools like Microsoft Intune, SCCM/MECM for deployment, patching and compliance.
• Competence in remote support technologies such as Bomgar/BeyondTrust, TeamViewer, Quick Assist, and service portal management.
• Awareness of AI-based service desk tools, RPA, and automation platforms like UiPath and Power Automate, plus reporting tools like Power BI.

Core Competencies

• Strong leadership presence with proven ability to engage senior executives.
• Expertise in ITIL v4-driven service delivery and governance processes.
• Financial acumen managing P&L, pricing strategies, and vendor relations.
• Excellent communication, performance-driven mindset, and ability to manage high-pressure situations effectively.

About Malomatia

Malomatia is a foremost Qatar-based provider of IT services and digital transformation solutions, combining local and international talent to deliver innovative, comprehensive technology services that help clients meet their strategic objectives. Established in 2008, Malomatia drives Qatar’s digital future by supporting key sectors such as Government, Healthcare, Education, and Transportation with ISO-certified advanced IT solutions.

Our mission is to empower Qatar’s businesses and governments with agile, knowledge-driven technology advancements, aiming to be the trusted partner catalyzing industry disruption and building a sophisticated tech ecosystem. We uphold values like ownership, integrity, empathy, teamwork, transparency, agility, excellence, trust, and innovation to guide our culture and service delivery.