Enterprise IT Support Manager
TALENTMATE
Date: 4 hours ago
City: Abu Dhabi
Contract type: Full time
Job Description
Synopsis
The Enterprise IT Support Manager is responsible for overseeing the delivery, performance, and continuous improvement of IT support services across the organization. This role ensures that enterprise users receive reliable, efficient, and secure IT support for hardware, software, applications, and end-user services. The manager will lead the IT support team, establish service standards, and act as the escalation point for complex issues while driving initiatives to enhance customer satisfaction and operational excellence.
Accountabilities
Etihad Airport Services Ground is the sole ground operations handler at Zayed International Airport.
EASG handles a wide variety of ground functions at the capital’s international airport, from passenger check-in and boarding to baggage handling and aircraft services.
All operations are centered around its three main prerogatives: safety and security in all its functions, world class operations for all customer airlines through maximum efficiency and a world class customer experience for all visiting and transiting guests.
Job Details
Role Level: Mid-Level Work Type: Full-Time Country: United Arab Emirates City: Abu Dhabi Company Website: http://www.etihad.com Job Function: Information Technology (IT) Company Industry/
Sector: Airlines and Aviation
What We Offer
About The Company
Searching, interviewing and hiring are all part of the professional life. The TALENTMATE Portal idea is to fill and help professionals doing one of them by bringing together the requisites under One Roof. Whether you're hunting for your Next Job Opportunity or Looking for Potential Employers, we're here to lend you a Helping Hand.
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Synopsis
The Enterprise IT Support Manager is responsible for overseeing the delivery, performance, and continuous improvement of IT support services across the organization. This role ensures that enterprise users receive reliable, efficient, and secure IT support for hardware, software, applications, and end-user services. The manager will lead the IT support team, establish service standards, and act as the escalation point for complex issues while driving initiatives to enhance customer satisfaction and operational excellence.
Accountabilities
- Manage day-to-day IT support operations, ensuring timely resolution of incidents, requests, and problems.
- Oversee service desk operations in line with ITSM processes.
- Serve as the primary escalation point for critical issues and major incidents.
- Lead, mentor, and develop IT support specialists, service desk analysts, and field engineers.
- Define roles, responsibilities, and performance objectives.
- Foster a customer-focused culture with accountability, responsiveness, and continuous improvement.
- Implement and maintain ITIL-based processes (incident, problem, change, and service requests).
- Monitor SLAs, KPIs, and service quality metrics to ensure excellence.
- Conduct root cause analysis for recurring issues and implement preventive measures.
- Partner with business units to align IT support with their needs.
- Provide regular performance reports, trend analysis, and improvement updates to senior management.
- Collaborate with infrastructure, applications, and cybersecurity teams for seamless support.
- Optimize IT support operations through automation, self-service tools, and knowledge management.
- Stay updated on industry best practices and emerging technologies in IT service delivery.
- Champion initiatives that enhance user satisfaction, service availability, and IT efficiency.
- Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred).
- 8+ years of progressive IT support/service desk experience, with at least 3 years in a managerial role.
- Strong knowledge of ITIL frameworks and IT service management principles (ITIL certification preferred).
- Proven experience managing enterprise IT support in a complex, multi-site environment.
- Strong leadership, people management, and team development skills.
- Excellent communication, stakeholder management, and problem-solving abilities.
- Familiarity with enterprise collaboration tools (e.g., Microsoft 365, ServiceNow, Jira, etc.) and remote support technologies.
Etihad Airport Services Ground is the sole ground operations handler at Zayed International Airport.
EASG handles a wide variety of ground functions at the capital’s international airport, from passenger check-in and boarding to baggage handling and aircraft services.
All operations are centered around its three main prerogatives: safety and security in all its functions, world class operations for all customer airlines through maximum efficiency and a world class customer experience for all visiting and transiting guests.
Job Details
Role Level: Mid-Level Work Type: Full-Time Country: United Arab Emirates City: Abu Dhabi Company Website: http://www.etihad.com Job Function: Information Technology (IT) Company Industry/
Sector: Airlines and Aviation
What We Offer
About The Company
Searching, interviewing and hiring are all part of the professional life. The TALENTMATE Portal idea is to fill and help professionals doing one of them by bringing together the requisites under One Roof. Whether you're hunting for your Next Job Opportunity or Looking for Potential Employers, we're here to lend you a Helping Hand.
Report
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Disclaimer: talentmate.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at [email protected].
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