
Mashreq
Manager – End User Services
- Permanent
- Dubai, United Arab Emirates
- Experience 10 - 15 yrs
Job expiry date: 23/05/2026
Job overview
Date posted
08/04/2026
Location
Dubai, United Arab Emirates
Salary
Undisclosed
Compensation
Comprehensive package
Experience
10 - 15 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
23/05/2026
Job description
The Manager – End User Services at Injaz is responsible for overseeing Technology Desktop Support Services across Mashreq’s UAE branches to ensure high-quality customer experience in endpoint solutions. This role manages a team of IT support professionals, supervisors, and enterprise desktop management staff, implementing strategies for innovation and continuous improvement in end user services. The manager ensures SLA compliance, serves as the single point of contact for all end-user computing requests and escalations, and interfaces with IT application teams and business units to deliver timely and effective services. Responsibilities include leading desktop support operations, ensuring IT services comply with contracts, SLAs, and regulations, participating in infrastructure projects, preparing and administering departmental budgets, and fostering interdepartmental and vendor relationships. The manager is accountable for maintaining knowledge of industry trends, implementing IT policies and procedures, and developing the team technically, managerially, and in soft skills. The role emphasizes execution, customer-centric service, problem-solving, and mentoring within a collaborative, results-driven environment.
Required skills
Key responsibilities
- Manage onsite IT support services across all Mashreq branches in the UAE, ensuring compliance with corporate desktop policies
- Implement strategies for innovation and continuous improvement in the end user computing experience
- Ensure SLA compliance and high-quality service delivery according to organizational standards
- Manage IT relationships with Retail Banking, Corporate & Investment Banking, Operations, Treasury & Capital Markets, and other business groups
- Act as single point of contact for all end user computing business requirements, support requests, and escalations
- Interface with IT application teams and business units to ensure timely and effective service delivery
- Lead and develop the desktop support team, focusing on service delivery, problem solving, and technical excellence
- Participate in infrastructure projects, representing Technology Operations and ensuring adherence to policies, procedures, and regulatory requirements
- Prepare and administer departmental budgets, business plans, and performance metrics
- Develop and enhance cooperative interdepartmental and vendor relationships, fostering collaboration and effective communication
Experience & skills
- 10+ years of IT experience with at least 5 years in end user computing and relationship management
- Significant experience in technical services and service delivery environments
- Strong communication skills and vocabulary to effectively engage with internal and external stakeholders
- Proven people management skills including team leadership, performance management, and mentoring
- Execution and results-oriented mindset with ability to meet aggressive goals and timelines
- Highly motivated, collaborative team player with ability to work in a diverse environment
- ITIL v3 certification
- Customer-centric and service-oriented approach
- Relevant knowledge of business operations and strong problem-solving skills