Vice President, Service Desk.TECH - TOPS - End - User Services.MIT

Role Overview

Vice President, Service Desk, TECH - TOPS - End User Services at Mashreq, responsible for leading the Service Desk and User Profile Administration functions across the Bank.

Role Purpose

Lead and transform the Service Desk and User Profile Administration (UPA) functions, providing end-to-end accountability for colleague technology support, digital workplace services, user access management, and access governance across the Bank. Drive service excellence, automation, operational resilience, and regulatory compliance while enhancing employee experience through modern support models, AI-driven capabilities, and secure access management practices.

Key Responsibilities

Strategic Leadership

• Provide strategic leadership across Service Desk, End User Computing, Collaboration Platforms, Executive Support, and User Access Administration.
• Ensure efficient service delivery, strong governance, audit readiness, and continuous improvement aligned to the Bank's digital transformation and operational excellence objectives.