Head of 24/7 Service Desk & IT Support Delivery

malomatia; Doha; On-site; QAR 33,000 - 60,000; Full time

Job summary

malomatia is seeking an SDU Leader to drive end-to-end Service Desk, IT Support, and L1 Application Functional Support for enterprise and government clients in Qatar. The role emphasizes ITIL v4 governance, 24x7 operations, and strong commercial oversight across SLA-driven contracts.

The candidate will manage multi-tier teams (L1/L2) across multiple accounts, ensuring service quality, customer satisfaction, and continuous improvement in a high-performing delivery organization.

Qualifications

• Min 3 years in a manager-level role leading Service Desk and IT Support operations.
• Experience with a managed services provider delivering SLA-driven contracts.
• ITIL v4 Foundation certification (minimum). ITIL 4 Managing Professional or Specialist modules preferred.
• Bachelor’s degree in Computer Science, Information Technology, or related discipline.
• Leadership of multi-tier (L1/L2) teams across multiple customer accounts (100+ resources).

Responsibilities

• Own end-to-end delivery of Service Desk, IT Support, and L1 Application Functional Support services across all managed contracts.
• Ensure 24x7 service availability, shift coverage, and resource readiness.
• Act as the single point of accountability for service delivery performance and escalations.
• Drive ITIL v4 practices across Incident, Service Request, Problem, Change Enablement, Knowledge, and SLA Management.
• Lead 24x7 Service Desk operations as the single contact point for end-users across multiple client accounts.

Skills

Service Desk management

Managed services background

ITIL v4 Foundation

Leadership of large teams

Education

Bachelor’s degree in Computer Science/IT or related

Tools

ITSM tools

Job description

malomatia is seeking an SDU Leader to drive end-to-end Service Desk, IT Support, and L1 Application Functional Support for enterprise and government clients in Qatar. The role emphasizes ITIL v4 governance, 24x7 operations, and strong commercial oversight across SLA-driven contracts.

The candidate will manage multi-tier teams (L1/L2) across multiple accounts, ensuring service quality, customer satisfaction, and continuous improvement in a high-performing delivery organization.