IT Service Desk Lead

Overview

M42 delivers comprehensive healthcare services across the full continuum of care; from primary care to advanced specialty treatments. Leveraging cutting-edge health technologies and precision medicine, we ensure the highest standards of effectiveness, efficiency, and patient-centered outcomes. With a global presence spanning more than 480 facilities in 27 countries and a dedicated workforce of over 20,000 professionals, M42 is uniquely positioned to redefine the future of healthcare on a global scale.

Abu Dhabi Telemedicine Centre (ADTC) is the centralized call center for the M42 network, serving as a seamless point of access for patients across the UAE and beyond. By connecting individuals with the right care at the right time, ADTC ensures efficient coordination, appointment scheduling, and responsive support across M42’s world-class hospitals and clinics. With its team of dedicated professionals and advanced telecommunication systems, the Centre enhances patient experience, streamlines service delivery, and reinforces M42’s commitment to accessible, patient-centric healthcare.

The IT Service Desk Lead is responsible for overseeing daily operational activities of the Service Desk team, ensuring high-quality technical support and an exceptional end-user experience. This role provides leadership, technical guidance, and process oversight while driving continuous improvement, service excellence, and adherence to ITIL best practices.

Responsibilities

• Lead and support Service Desk analysts, providing coaching and guidance.
• Oversee daily Service Desk operations, including staffing, workload, and ticket management.
• Act as an escalation point for complex or high-priority incidents.
• Ensure high-quality service delivery and a positive end-user experience.
• Monitor and report on service performance, including SLAs and KPIs.
• Drive continuous improvement through process optimisation, knowledge management, and automation.
• Ensure adherence to ITIL-aligned processes and organisational policies.
• Support ITSM tools, reporting, and the rollout of new technologies.
• Collaborate with IT and business stakeholders to ensure effective service delivery.
  
  

• Associate’s or Bachelor’s degree in Information Technology or a related field, or equivalent experience.
• ITIL Foundation certification preferred.
• Experience in a Service Desk or IT support environment, with exposure to team leadership.
• Working knowledge of ITSM tools and service management processes.
• Strong communication, problem-solving, and stakeholder engagement skills.