IT Support Lead

Tanqeeb; Doha; On-site; QAR 180,000 - 280,000; Full time

Job summary

Tanqeeb seeks an IT Support Lead to oversee the Qatar office IT support team, manage tickets, and ensure SLA compliance while mentoring staff and driving continuous improvement. Oversee IT operations, monitor systems for uptime, validate ticket data for reporting, and provide hands-on escalation support for complex issues.

Collaborate with vendors and stakeholders to resolve incidents quickly. This role requires 4+ years in IT service support with leadership experience and strong communication

Qualifications

• 4+ years of experience in IT service support.
• Experience in a lead or senior role is preferred.
• Strong leadership and communication skills.

Responsibilities

• Lead and manage the Qatar office IT support team, overseeing ticketing systems and SLA adherence.
• Mentor and train the team, ensuring high-performance support.
• Provide hands-on technical assistance and troubleshooting for complex issues.

Job description

Welcome to Your Next Adventure!

The IT Support Lead will oversee the IT support team and manage IT service operations covering all users. This includes managing tickets and service boards, ensuring compliance with SLAs, and maintaining high levels of performance and efficiency. The role demands strong leadership, a deep understanding of IT systems, and the ability to mentor and support the team. The IT Support Lead will also be accountable for ensuring the integration and validation of ticketing data and providing hands-on technical assistance as needed. The ideal candidate will have over 4 years of experience in IT service support, preferably in a lead or senior role, with strong leadership and communication skills.

What You’ll Get Your Hands On

Team Leadership & Management:

Lead and manage the Qatar office's IT support team, ensuring it operates effectively and efficiently. Monitor and manage ticketing systems and service boards, ensuring tickets are assigned appropriately and resolved within SLA timelines. Oversee the support team's performance, providing mentorship, training, and technical guidance to enhance team capabilities.

IT Operations & SLA Compliance

Ensure all IT services and systems meet or exceed SLA targets. Monitor IT infrastructure, systems, and services to ensure minimal downtime and optimal performance. Proactively follow up on unresolved tickets, escalations, and SLA breaches, implementing corrective actions as needed. Validate and integrate ticketing data, ensuring data accuracy and reliability for reporting and analysis.

Technical Support & Troubleshooting

Provide hands-on technical assistance and troubleshooting support for complex issues that require senior-level expertise. Conduct root cause