IT Support Lead

The IT Support Lead will oversee the IT support team and manage IT service operations covering all users. This includes managing tickets and service boards, ensuring compliance with SLAs, and maintaining high levels of performance and efficiency. The role demands strong leadership, a deep understanding of IT systems, and the ability to mentor and support the team. The IT Support Lead will also be accountable for ensuring the integration and validation of ticketing data and providing hands on technical assistance as needed.

The ideal candidate has over four years of experience in IT service support, preferably in a lead or senior role, with strong leadership and communication skills.

• Lead and manage the Qatar office's IT support team, ensuring effective and efficient operation.
• Monitor and manage ticketing systems and service boards, ensuring tickets are assigned appropriately and resolved within SLA timelines.
• Oversee the support team's performance, providing mentorship, training, and technical guidance to enhance team capabilities.

• Ensure all IT services and systems meet or exceed SLA targets.
• Monitor IT infrastructure, systems, and services to ensure minimal downtime and optimal performance.
• Proactively follow up on unresolved tickets, escalations, and SLA breaches, implementing corrective actions as needed.
• Validate and integrate ticketing data, ensuring data accuracy and reliability for reporting and analysis.

• Provide hands on technical assistance and troubleshooting support for complex issues requiring senior level expertise.
• Conduct root cause analysis for recurring issues and implement preventive measures to enhance system reliability.
• Collaborate with cross functional teams to ensure seamless integration of IT services across the organization.

• Train and mentor the support team, ensuring they possess the necessary skills to handle technical issues effectively.
• Provide end user training on new systems and processes, collaborating with the technical team as required.

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum 4-5 years of experience in IT service support or IT operations, preferably in a lead or senior role.
• Strong leadership and team management skills, with a proven track record overseeing IT support operations.
• Comprehensive knowledge of IT infrastructure, including ticketing systems, service boards, network systems, software applications, and hardware management.
• Excellent problem solving skills and ability to lead root cause analysis and implement effective solutions.
• Familiarity with ITIL practices, IT security standards, and SLA management.
• Experience with remote support tools, IT service management platforms, and data integration.
• Proven ability to mentor, train, and support technical teams.
• Strong communication skills, both written and verbal, with the ability to collaborate effectively with cross functional teams.
• Excellent level of English, both written and verbal.

• Flexible time off with generous leave and wellness policies.
• Learning budgets and access to courses and tools for professional growth.
• Work life balance through flexible schedules.
• Autonomous working environment that encourages ownership.
• Collaborative global team environment.
• Recognition as a Great Place to Work and ISO 9001:2015 and ISO 45001:2018 certified.