IT Support Manager - Managed Services (12 Months)

About Us

With offices in 152 countries and nearly 328,000 professionals, we are one of the world’s leading professional services networks, helping organisations and individuals create lasting value through Assurance, Tax and Advisory services. For over 40 years, we have contributed to the Middle East’s transformation journey, partnering with governments and businesses to deliver sustainable solutions. Today, more than 12,000 of us across Bahrain, Egypt, Iraq, Jordan, Kuwait, Lebanon, Libya, Oman, Palestine, Qatar, Saudi Arabia and the UAE are shaping the region’s future.  

Line of Service Overview

Internal Firm Services (IFS) is the trusted foundation of PwC, delivering innovative managed services and operational capabilities that enable our clients’ evolving needs. A career in IFS offers diverse opportunities across Human Capital, Finance, Technology, Clients & Markets, Marketing & Communications, Risk & Quality, Partner Development, Office Management, and Managed Services. We don’t just support the business—we shape it, driving strategies and initiatives that power growth and transformation across PwC Middle East. 

Business Unit Overview

Managed Services is the delivery and execution business within PwC, providing operational solutions for clients. It brings the best of PwC’s advisory capabilities, our technology expertise and our operational delivery to help clients solve complex problems.

How You’ll Contribute

As an IT Support Manager you will be responsible for providing technical support across various services including networking, security, virtualization, cloud, SAP, and Oracle environments. This role will involve incident management, change and problem resolution, and service request fulfilment while ensuring seamless end-user experiences. The ideal candidate will demonstrate strong troubleshooting skills, excellent communication, and the ability to work effectively within ITIL-aligned service management processes. The position also requires the flexibility to travel frequently for on-site support and project implementations. 

Responsibilities include but are not limited to:  

Incident Resolution: 

• Act as the first point of contact for technical incidents and service requests, providing timely and professional support. 
• Diagnose and resolve network, security, cloud, and enterprise application issues using advanced troubleshooting techniques. 
• Escalate complex issues to Level 2/3 teams or external vendors as required. 
• Ensure all tickets are accurately logged, categorized, and updated in the ITSM system. 

Request Fulfillment: 

• Handle service requests, including account management, software installation, and system access provisioning. 
• Ensure timely and accurate completion of user requests in accordance with SLAs. 

End-User Support: 

• Provide guidance and training to users on technology systems, tools, and processes. 
• Assist with onboarding and offboarding processes, ensuring smooth transitions for employees. 

ITIL Processes: 

• Follow ITIL best practices for incident, change, and problem management, ensuring efficient service delivery. 
• Conduct root cause analysis (RCA) for recurring incidents and implement long-term solutions. 
• Participate in change management activities, including risk assessments and implementation planning. 
• Ensure all tickets are accurately logged, categorized, and updated in the ITSM tool (e.g., Jira Service Management). 

Monitoring and Reporting: 

• Proactively monitor IT systems and services to detect and resolve issues before they impact users. 
• Maintain accurate documentation, including troubleshooting guides, FAQs, and known issue resolutions. 
• Prepare and deliver presentations on technical issues, incident reports, and service improvement initiatives. 

Knowledge Base Management: 

• Document troubleshooting steps, FAQs, and known issues to improve efficiency and enable self-service for users. 
• Contribute to the creation and maintenance of support documentation. 

System Maintenance: 

• Perform routine maintenance tasks, such as software updates, patch management, and backup checks. 
• Support rollouts of new technologies and system upgrades. 

What You’ll Bring

Qualifications: 

8–12 years of experience in an IT Service Desk or Technical Support role or a related field supporting a wide range of technologies across hardware, software, and enterprise applications. 

Education: 

• Bachelor’s degree in engineering, Computer Science, Information Technology, or a related field. 
• Proven expertise in troubleshooting network, security, virtualization, and enterprise applications. 
• Hands-on experience with IT Service Management (ITSM) tools, such as Jira Service Management, ServiceNow, etc... 
• Familiarity with various technologies (Cloud, Networks, Firewalls…) and their integration with on-premises systems. 
• Exposure to automation and scripting tools (e.g. Python) to streamline IT operations and enhance service efficiency. 
• ITIL Foundation Certification (preferred) or a strong understanding of ITIL-aligned service management processes, including incident, problem, and change management. 

Personal Attributes: 

• Excellent communication and presentation skills, with the ability to explain technical concepts to non-technical users. 
• Strong analytical, problem-solving, and multitasking abilities. 
• Customer-focused mindset with a passion for delivering high-quality IT support. 
• Highly organized, detail-oriented, and capable of thriving in a fast-paced environment. 

Key Competencies: 

• Strategic thinking and execution 
• Service-oriented mindset 
• Strong leadership and interpersonal skills 
• Data-driven decision-making 
• Change management 
• Continuous improvement focus 

Certificates: 

• ITIL® 4 Foundation 
• CompTIA A+ or equivalent 
• Microsoft Certified: Modern Desktop Administrator (MD-100 / MD-102) 

Travel Requirements: Your flexibility to travel 100% of the time to Syria throughout the duration of the project. This means we may require you to work away from your base office location on a regular basis and overnight stays is required. Where possible, we will take your preferences into account and strike a balance between meeting your career development/personal needs and those of the business and our clients

How You’ll Make a Difference

At PwC Midde East, we expect all our people to embody the skills and behaviours of The PwC Professional framework, helping us deliver on our strategy while growing and developing as leaders at every level.  

Why You’ll Love Working at PwC

At PwC Middle East, you’ll find more than just a job - you’ll build a meaningful career, supported by rewards and benefits that help you thrive. We offer competitive pay, comprehensive benefits, and programs that promote well-being, balance, and personal growth. You’ll have access to continuous learning, digital upskilling, and a collaborative environment that values innovation, mentorship, and diversity. Are you ready to make a difference? Want to unlock new value by applying your unique perspective and talents? You can grow exponentially here. Discover more about Life at PwC Middle East.