IT Support Lead: Lead SLA‑Driven IT Ops & Team

Snoonu; Lusail; On-site; QAR 223,000 - 357,000; Full time

Benefits offered by this job

Global Vibes

Brain Boosters

Builder’s Playground

Flexible Time Off

Agile Everything

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

Leadership

ITSM

SLA Management

Ticketing & Service Boards

Mentoring & Training

Communication

Data Integration

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Tools

ITSM platforms

Ticketing systems

Remote support tools

Data reporting tools

Job description

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.