IT Support Lead
Snoonu
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Benefits offered by this job
Job summary
Snoonu invites an experienced IT Support Lead to oversee the Qatar IT support team and manage service operations for all users, ensuring SLA adherence and high performance. The role emphasizes leadership, mentoring, and hands-on technical support to resolve complex issues and improve ticketing data accuracy.
With 4+ years in IT service support, you will drive cross-functional collaboration, manage incidents, and mentor staff while supporting multiple systems and users across the organization.
Qualifications
- Bachelor's degree in IT or related field and 4+ years in IT service support or IT operations.
- Familiarity with ITIL practices and SLA management is preferred.
- Strong leadership, team management, and communication skills.
Responsibilities
- Lead and manage the IT support team in Qatar ensuring efficient operation.
- Monitor ticketing systems and service boards; ensure SLA targets are met.
- Provide mentorship, training, and technical guidance to enhance team capabilities.
- Validate and integrate ticketing data for reporting and analysis.
- Provide hands-on technical assistance for complex issues and perform root-cause analysis.
Skills
Education
Tools
Job description
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.
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.
- 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.
- 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.
- Provide hands‑on technical assistance and troubleshooting support for complex issues that require senior‑level expertise.
- Conduct root cause analysis for recurring issues and implement preventive measures to enhance system reliability.
- Collaborate with cross‑functional teams to ensure smooth integration of IT services across the organization.
- Train and mentor the support team, ensuring they are equipped with the necessary skills and knowledge to handle technical issues effectively.
- Provide end‑user training on new systems and processes, collaborating with the technical team as required.
- Maintain 99.9% or higher uptime for critical IT systems.
- SLA Compliance Rate: Percentage of tickets resolved within SLA timelines (Target: 95%+).
- Average response time to new tickets (Target: less than 15 minutes during business hours).
- Average resolution time for tickets (Target: less than 1 hour for critical issues, less than 4 hours for high‑priority issues).
- First‑Time Fix Rate: Percentage of tickets resolved on the first attempt (Target: 95%+).
- Stakeholder Feedback: Satisfaction rate from Qatar office staff regarding IT support and services (Target: 95%+ positive feedback).
- Data Validation Rate: Percentage of accurate and validated ticketing data (Target: 100% accuracy).
- Reporting Timeliness: Timely delivery of weekly and monthly performance reports (Target: 100% on schedule).
- Team Training Coverage: Percentage of team members trained on new tools and technologies (Target: 100% of the team within 3 months of tool introduction).
- Knowledge Transfer Rate: Percentage of recurring issues addressed through team training and documentation (Target: 90%+).
- Adherence to Budget: Maintain IT support operations and projects within budget (Target: Within 5% of budget).
- Resource Utilization: Efficient use of IT resources, minimizing waste and optimizing performance (Target: 95% resource utilization).
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum of 4-5 years of experience in IT service support or IT operations, preferably in a lead or senior role.
- Strong leadership and team management skills, with a proven track record in overseeing IT support operations.
- Comprehensive knowledge of IT infrastructure, including ticketing systems, service boards, network systems, software applications, and hardware management.
- Excellent problem‑solving skills with the ability to lead root cause analysis and implement effective solutions.
- Familiarity with ITIL practices, IT security standards, and SLA management.
- Experience with remote support tools, IT service management (ITSM) platforms, and data integration.
- Proven ability to mentor, train, and support technical teams.
- Strong communication skills, both written and verbal, with the ability to collaborate effectively with cross‑functional teams.
- Excellent level of English, both written and verbal.
Snoonu is Qatar’s homegrown Super App, reinventing daily life with blazing-fast delivery, shopping, and more - all in one place. Powered by tech, driven by a global team, and obsessed with making life easier.
To be the first Qatari Ultra App that propels the region and its community through innovation and technology. We have global ambitions where what we do surpasses norms and limitations every time.
To radically transform how people live by leveraging technology to connect them with endless possibilities.
Focus on the customer and all else will follow.
We are honest, ethical, and trustworthy in everything we do.
We constantly innovate and create solutions to bring a lasting positive impact.
Be the change you want to see and take ownership.
You can do more by doing less, better, and faster.
Be a team player; together we are stronger.
Collaborate with a worldwide crew.
Learning budgets, access to courses, and tools for your growth.
Own your tasks, own your path! We’re big on autonomy.
We take recharging seriously. Generous leave and wellness policies.
Scrum isn’t a buzzword here. It’s how we roll, from product to ops.
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