Team Leader - Enterprise Center

We are looking for an experienced Team Leader to lead our Enterprise Support Center (ESC) in Doha. The Team Leader manages a team by delegating tasks, balancing workloads, assessing performance, and reporting on progress, acting as the link between senior management and staff. The ESC supports installation and maintenance of complex solutions for strategic accounts, commercial, government, SME, and SoHo customers.

• Allocate tasks and implement team goals and objectives; supervise, coach, motivate, and guide team members.
• Mediate interpersonal issues and provide effective, constructive feedback.
• Use workforce management tools effectively and maintain a clear understanding of each team member's role.
• Maintain high standards of staff performance, conduct performance reviews, and report to management.
• Work with the Business Process Management team and recommend process enhancements.
• Organize training, shifts, and leave schedules.
• Resolve issues with the Incident Manager and Problem Manager; verify customer service impact and dispatch subject matter experts.
• Manage vendor contracts and monitor KPIs.
• Assess tools and applications periodically and propose enhancements.
• Communicate open-issue status to internal and customer-facing teams; support root cause analysis and problem remediation.
• Monitor departmental and outsourced-team performance against the business scorecard.

• At least 5 years of Team Leader or Team Manager experience in a similar environment.
• Working knowledge of Incident, Problem, and Change Management frameworks (ITIL v3), with Foundation certification.
• Excellent written and verbal communication skills, including with senior internal and external stakeholders.
• Strong influencing and relationship-management skills.
• Ability to manage competing, high-priority activities and adapt to changing priorities.
• Self-motivated and resourceful; able to work independently and collaboratively.
• High level of IT literacy and familiarity with incident, event, and problem-management tools.
• Ability to understand complex business processes and technical environments.
• Project management experience is an advantage.

• BE /
  
  B.Tech degree, or equivalent progressive experience in service provider environments.
• Ability to work shifts in a 24x7x365 Enterprise Support Center, with flexibility in working hours when required.