Head, IT Support

Advanced Search Group; Doha; On-site; QAR 180,000 - 300,000; Full time

Job summary

The University of Doha for Science and Technology (UDST) invites applications for an IT Service Desk Manager to oversee its IT service desk operations, ensure timely responses, and monitor service levels. The role requires clear communication with campus stakeholders and a focus on user satisfaction.

Responsibilities include incident resolution, user training, vendor management, and continuous improvement of support processes.

Qualifications

• Bachelor’s degree in Computer Science or related field is required.
• Master’s degree or professional certification is preferred.
• Minimum 7 years of IT experience in Higher Education Institutes.

Responsibilities

• Oversee the University's IT service desk operations, ensuring timely responses and high satisfaction.
• Streamline incident resolution and root-cause analysis to prevent recurrence.
• Develop training sessions and self-help resources for users.
• Manage vendor contracts and procure hardware, software and services.
• Drive continuous improvement of support processes.
• Communicate updates on disruptions and maintenance to stakeholders.
• Allocate budget and resources for IT Support.
• Document incidents and resolutions for reporting and decision-making.
• Perform periodic performance reviews for direct subordinates.

Skills

Fluent English

Arabic (preferred)

Education

Bachelor’s degree in Computer Science or related field

Master’s degree / professional certification preferred

Job description

Overview

University of Doha for Science and Technology (UDST) was officially established by the Emiri Decision No13 of 2022, and it is the first national university specializing in academic applied, technical, and professional education in the State of Qatar. UDST has over 70 bachelor's and master's degree programs, diplomas, and certificates. The university houses 5 colleges: The College of Business, the College of Computing and Information Technology, the College of Engineering and Technology, the College of Health Sciences, and the College of General Education, in addition to specialized training centers for individuals and companies. UDST is recognized for its student-centered learning and state-of-the-art facilities. Its world-renowned faculty and researchers work on developing the students’ skills and help raise well-equipped graduates who proudly serve different sectors of the economy and contribute to achieving human, social, and economic development goals nationally and internationally.

With more than 700 staff and over 8,000 students, UDST is the destination of choice for applied and experiential learning. The University is recognized for its student-centered learning and state-of-the-art facilities. Our faculty are committed to delivering pedagogically-sound learning experiences that incorporate innovative learning technologies. Our aim is to enhance students’ skills and help develop talented graduates who can effectively contribute to a knowledge-based economy and make Qatar’s National Vision 2030 a reality.

Responsibilities

• Service Desk Management: Oversee the University's IT service desk operations, ensuring timely and effective response to user inquiries and technical issues while monitoring service levels, response times, and customer satisfaction.
• Incident Resolution: Streamline operational procedures and employ proactive problem-solving strategies to accelerate the timely and accurate resolution of IT incidents and service requests, minimizing user disruption while identifying trends and root causes to implement preventive measures.
• User Training and Self-Help Resources: Develop and deliver training sessions and resources to empower users to resolve common technical issues independently and maintain a knowledge base of solutions and troubleshooting guides.
• Vendor and Contract Management: Strategically partner with vendors and service providers to resolve escalated technical issues and manage service agreements and procure hardware, software and services required for IT support.
• Continuous Improvement: Challenge the status quo of support processes, identify areas for improvement and implement strategies to enhance the efficiency and effectiveness of support services.
• User Communication: Establish relationship with University stakeholders to engage and communicate effectively on updates on service disruptions, maintenance, technical issues and manage user expectations and maintain a high level of customer service.
• Budgeting and Resource Allocation: Manage the IT Support sections’ budget, allocating resources for staffing, training, tools, and equipment to optimize resource utilization to meet user needs and service levels.
• Documentation and Reporting: Safeguard critical records of incidents, service requests and resolutions to enable decision-making by tracking performance, trends and user feedback.
• Perform miscellaneous job-related duties as assigned.
• Provide professional development support and perform periodic performance reviews for direct subordinates based on UDST’s Employee Performance Management framework to ensure continual high performance of employees in alignment with UDST's mission and mandate.

Qualifications

Bachelor’s degree in Computer Science or related field required. Master’s degree/ professional certification is preferred. Minimum 7 years of relevant experience in IT in a Higher Education Institutes. Fluency in written and spoken English language is required. Fluency in written and spoken Arabic language is preferred.