Enterprise Support Center Lead — ITIL & Incident Management

Starlink Qatar; Doha; On-site; QAR 120,000 - 180,000; Full time

Job summary

Starlink Qatar is seeking an experienced Team Leader to head our Enterprise Support Center in Doha. You will oversee a team, delegate tasks, balance workloads, and report progress to senior management, coordinating with incident, problem and change management processes.

The role requires at least 5 years of Team Leader or Manager experience in a service-provider environment, strong communication, stakeholder management, and the ability to work 24x7 shifts; a BE/B.Tech degree and ITIL v3

Qualifications

• 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.

Responsibilities

• 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.

Skills

Team Leadership

ITIL v3

Stakeholder Management

Communication

Change Management

Project Management

Education

BE / B.Tech

Tools

ITSM Tools

Job description

Starlink Qatar is seeking an experienced Team Leader to head our Enterprise Support Center in Doha. You will oversee a team, delegate tasks, balance workloads, and report progress to senior management, coordinating with incident, problem and change management processes.

The role requires at least 5 years of Team Leader or Manager experience in a service-provider environment, strong communication, stakeholder management, and the ability to work 24x7 shifts; a BE/B.Tech degree and ITIL v3