Manager- IT Services Support

Job Purpose

• Lead, and continuously optimize the enterprise application support service desk, integrating service request fulfilment, incident management, vendor performance, and user education into a unified support framework that ensures smooth business operations, minimal disruptions, and measurable improvements in application service delivery across RTA.

Roles and Responsibilities\:

Strategy

• Define and govern the application support service framework, integrating RTA’s sourcing strategy, risk controls, and service desk operations into a cohesive governance model.

• Contribute to RTA’s digital roadmap by analyzing support performance trends, licensing needs, and demand forecasts to recommend service improvements and optimize costs.

• Develop and manage the annual application support budget, forecasting license renewals, staffing, infrastructure upgrades, and vendor contracts.

• Operations

• Establish and manage the central service desk for RTA application support, ensuring incident and request handling aligns with SLA and operational KPIs.

• Oversee supplier support performance, ensuring fulfilment of contractual obligations and implementing improvement strategies in case of underperformance.

• Manage configuration items (CIs), version control, and related documentation to ensure accuracy, traceability, and alignment with enterprise architecture standards.

• Coordinate service upgrades, minor customizations, and license deployments, ensuring successful implementation and minimal user disruption.

• Maintain the support services catalogue, supervise daily staff scheduling, and monitor compliance with defined operational procedures

• Product/Process Improvement

• Lead service improvement planning through structured RCA, user surveys, KPI analytics, and periodic risk assessments.

• Oversee delivery of user training, FAQs, and application usage guides to increase adoption and reduce ticket volumes.

• Standardize and maintain a comprehensive knowledge base and process documentation system to support efficiency, scalability, and onboarding.

• Govern application asset usage, track licensing compliance, and ensure optimal resource utilization across RTA sectors.