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.