Service Desk Team Lead

Taozeef; Doha; On-site; QAR 200,000 - 400,000; Full time

Job summary

A leading technology solutions organization in Doha is seeking a Service Desk Team Lead to manage a team of support technicians. The role involves ensuring efficient service desk operations, addressing client concerns, and driving continuous improvement initiatives. Candidates should have a strong background in IT service management and excellent leadership skills.

Qualifications

• 6+ years of experience with 3+ in service desk or technical support.
• Experience in a managerial role.
• Fluency in English and Arabic.

Responsibilities

• Lead and manage a team of help desk and deskside support technicians.
• Monitor day-to-day operations and manage incident resolution.
• Prepare reports on service desk performance.

Skills

Customer Service Orientation

Communication Skills

Problem-Solving

Analytical Skills

Team Leadership

Education

Bachelor's degree in Computer Science, Information Technology, or related field

ITIL Certification

Tools

ITSM platforms like SMAX / ManageEngine

Job description

Taozeef is a leading recruitment agency in Beirut, Lebanon, specializing in providing top talent for various industries. Our mission is to connect businesses with the right candidates and help individuals find their dream jobs.

Job Description :

Our client, a leading technology solutions organization based in Doha, Qatar, is seeking a highly skilled and motivated Service Desk Team Lead to join our growing team. As the Service Desk Team Lead, you will be responsible for managing a team of help desk and deskside support technicians and ensuring the smooth and efficient operation of our service desk and desktop support services.

• Lead and manage a team of help desk and deskside support technicians, providing guidance, support, and training as needed.
• Act as the primary point of contact for our client, addressing any concerns.
• Monitor day-to-day operations, ensuring adherence to processes and procedures.
• Manage the resolution of incidents and service requests, ensuring timely communication with clients.
• Lead root cause analysis (RCA) for recurring issues and drive continuous improvement initiatives.
• Conduct regular assessments of user feedback, including user satisfaction surveys, to identify recurring issues, patterns, and opportunities for enhancing the end-user experience.
• Stay up-to-date with industry trends and advancements in technology to provide innovative solutions and improve service desk operations.
• Prepare reports and present data on service desk performance to management.
• Manage and maintain service desk tools and systems, ensuring they are up-to-date and functioning properly.

Qualifications :

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Total of 6+ years of experience, including 3+ years in a service desk or technical support role and 3+ years in a managerial role.
• Working knowledge of ITSM platforms like SMAX / ManageEngine.
• Experience with service desk operations and best practices.
• Strong customer service orientation, with the ability to remain calm and accommodating under pressure.
• Exceptional communication skills, both verbal and written, to effectively convey technical information to non-technical users.
• Proven ability to lead and motivate a team.
• Experience with ITIL framework.
• Strong problem-solving and analytical skills.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Fluency in English and Arabic, both written and verbal.
• ITIL Certification.

Performance Metrics :

• Adherence to SLAs for response and resolution times.
• User satisfaction scores and feedback.
• Accuracy and timeliness of documentation and reporting.