JobSpringLead - Managed Service Desk
Malomatia · Remote, Qatar
About The Role
The Service Desk & IT Support Delivery Unit (SDU) Leader is accountable for the end-to-end delivery, operational performance, and commercial health of the Managed Service Desk Delivery Unit within the IT Managed Services Business Unit. The role owns three interlocked service lines — IT Support (onsite/remote end-user services), Service Desk (24x7 single point of contact), and L1 Application Functional Support — delivered to enterprise and government clients under SLA / XLA-driven managed services contracts.
Operating within an ITIL v4-aligned Service Value System, the SDU Leader ensures consistent service quality, customer experience, financial performance, and continuous improvement, while building a high-performing, ITIL-mature delivery organization.
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