Enterprise IT Support Manager

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.
  
  

Education & Experience

• 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.
  
  

About Etihad Airport Services-Ground

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.

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