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 will have over 4 years of experience in IT service support, preferably in a lead or senior role, with strong leadership and communication skills.

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 will have over 4 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 it operates effectively and efficiently.
• 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 that require 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 smooth integration of IT services across the organization.

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

• Maintain 99.9% or higher uptime for critical IT systems.
• SLA Compliance Rate:
  Percentage of tickets resolved within SLA timelines (Target: 95%+).

• Average response time to new tickets (Target: less than 15 minutes during business hours).
• Average resolution time for tickets (Target: less than 1 hour for critical issues, less than 4 hours for high priority issues).

• First Time Fix Rate:
  Percentage of tickets resolved on the first attempt (Target: 95%+).
• Stakeholder Feedback:
  Satisfaction rate from Qatar office staff regarding IT support and services (Target: 95%+ positive feedback).

• Data Validation Rate:
  Percentage of accurate and validated ticketing data (Target: 100% accuracy).
• Reporting Timeliness:
  Timely delivery of weekly and monthly performance reports (Target: 100% on schedule).

• Team Training Coverage:
  Percentage of team members trained on new tools and technologies (Target: 100% of the team within 3 months of tool introduction).
• Knowledge Transfer Rate:
  Percentage of recurring issues addressed through team training and documentation (Target: 90%+).