Lead - Managed Service Desk

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

ServiceNow, BMC Remedy / Helix, ManageEngine ServiceDesk Plus, Ivanti, Symphony Summit (or equivalent enterprise ITSM tools)

SLA configuration, workflow design, reporting, dashboards, and service automation

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)

Remote support tools: Bomgar / BeyondTrust, TeamViewer, Quick Assist, Ivanti

Knowledge management platforms and self-service portals

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

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

Deep practical understanding of ITIL v4 framework

SLA / XLA / KPI design, governance, and reporting

Strong customer-centric and experience-driven service mindset

P&L ownership, gross margin management, and utilization optimization

RFP / SoW development, pricing strategy, and solution design

Vendor and subcontractor management

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

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.

About Malomatia

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.