IT Service Desk Manager - SLA, Escalations & Optimization

Madre Me; Doha; On-site; QAR 180,000 - 240,000; Full time

Job summary

Madre Integrated Engineering is seeking an IT Service Desk & Technical Support Manager in Doha. You will lead the Service Desk and Technical Support functions, ensuring governance, SLA compliance and high-quality service delivery.

Responsibilities include managing teams, coordinating with stakeholders and vendors, and driving process improvements. The role requires strong reporting and risk management capabilities to sustain operational excellence.

Qualifications

• 5–10 years of relevant experience in Service Desk, Technical Support or IT Service Management.
• Strong experience in governance, SLA monitoring, escalation management and service reporting.
• Experience managing teams, workloads, service capacity and technical support operations.
• Ability to coordinate with stakeholders, vendors and internal teams.

Responsibilities

• Manage and govern Service Desk and Technical Support services.
• Monitor SLA performance and service quality.
• Handle escalations and operational risks.
• Prepare monthly and ad-hoc reports.
• Drive continuous improvement and process optimization.
• Coordinate with stakeholders, vendors and internal teams.
• Manage service reviews, audits and improvement plans.

Skills

Service desk governance

SLA monitoring

Escalation management

Team leadership

Service reporting

Job description

Madre Integrated Engineering | Full time

IT Service Desk & Technical Support Manager

• Manage and govern Service Desk & Technical Support services

• Monitor SLA performance and service quality

• Handle escalations and operational risks

• Prepare monthly and ad-hoc reports

• Drive continuous improvement and process optimization

• Coordinate with stakeholders, vendors and internal teams

• Manage service reviews, audits and improvement plans

Requirements

• 5–10 years of relevant experience in Service Desk / Technical Support / IT Service Management

• Strong experience in Service Desk governance, SLA monitoring, escalation management and service reporting

• Experience managing teams, workloads, service capacity and technical support operations

• Strong knowledge of ITIL practices and IT service delivery

• Experience in dashboards, performance reporting, audits and continuous service improvement

• Strong stakeholder and vendor coordination experience

Degree / Diploma in Information Technology or related field

Preferred Certifications: