IT Team Lead

Description

Summary: Lead and supervise Service Desk and Onsite Support teams, ensuring operational efficiency, SLA achievement, and high-quality technical support within an ITSM framework. Highlights: 1. Lead and supervise Service Desk and Onsite Support teams 2. Monitor ticket queues and ensure SLA targets are met 3. Coordinate Major Incident activities and support service restoration **Role Description** ● Lead and supervise the daily operations of the Service Desk and Onsite Support teams. ● Coordinate and assign incidents and service requests to the appropriate support engineers. ● Monitor ticket queues to ensure SLA response and resolution targets are achieved. ● Prioritize workload based on business impact and service priority. ● Coordinate Major Incident activities until service restoration. ● Ensure proper incident categorization, prioritization, assignment, and closure. ● Monitor engineer productivity, ticket quality, and overall team performance. ● Monitor and coordinate the operational performance of the Service Desk and Onsite Support teams across all shifts. ● Ensure adequate shift coverage across all supported locations. ● Ensure effective communication and handover between Morning, Evening, and Night shift teams. ● Verify that all incidents and service requests are updated accurately within the ITSM system. ● Monitor SLA and KPI performance and initiate corrective actions where required. ● Support the Service Delivery Manager in achieving contractual service commitments. ● Prepare operational reports and provide regular status updates to the Service Delivery Manager. ● Support Root Cause Analysis (RCA) activities for recurring or high\-impact incidents. ● Ensure Knowledge Base articles are created, reviewed, and maintained. ● Conduct regular quality reviews of tickets and engineer performance. ● Monitor customer satisfaction and follow up on service\-related concerns. ● Ensure compliance with information security policies and customer standards. ● Participate in governance meetings and operational review sessions when required. ● Assist in maintaining accurate operational documentation and standard operating procedures (SOPs). ● Be available outside official working hours on an on\-call basis to support critical incidents, major service disruptions, and customer escalations. **Minimum Requirements** ● Bachelor's degree in IT or a related field. ● ITIL Foundation certification preferred. ● Minimum 5 years of technical support experience. ● Minimum 2 \- 3 years in a supervisory or team lead role. ● Experience with SMAX ITSM tools. ● Experience working within enterprise or government environments is highly preferred. ● Experience delivering IT Managed Services is preferred. ● Strong communication and interpersonal skills. ● Ability to work in a 24×7 shift environment where applicable. ● Experience with ITIL processes and ITSM platforms. ● Candidates currently based in Qatar. **Arabic language skills are considered an advantage where applicable** **Salary is negotiable based on candidate experience and skills** Pay: From QAR18,000\.00 per month Experience: * technical support: 5 years (Required) * supervisory or team lead role: 2 years (Preferred) Language: * Arabic (Preferred) * English (Required) License/Certification: * ITIL Foundation certification (Required) Location: * Qatar (Required) Work Location: In person