Senior IT Service Desk Lead - Higher Education

Advanced Search Group; Doha; On-site; QAR 180,000 - 300,000; Full time

Job summary

The University of Doha for Science and Technology (UDST) invites applications for an IT Service Desk Manager to oversee its IT service desk operations, ensure timely responses, and monitor service levels. The role requires clear communication with campus stakeholders and a focus on user satisfaction.

Responsibilities include incident resolution, user training, vendor management, and continuous improvement of support processes.

Qualifications

• Bachelor’s degree in Computer Science or related field is required.
• Master’s degree or professional certification is preferred.
• Minimum 7 years of IT experience in Higher Education Institutes.

Responsibilities

• Oversee the University's IT service desk operations, ensuring timely responses and high satisfaction.
• Streamline incident resolution and root-cause analysis to prevent recurrence.
• Develop training sessions and self-help resources for users.
• Manage vendor contracts and procure hardware, software and services.
• Drive continuous improvement of support processes.
• Communicate updates on disruptions and maintenance to stakeholders.
• Allocate budget and resources for IT Support.
• Document incidents and resolutions for reporting and decision-making.
• Perform periodic performance reviews for direct subordinates.

Skills

Fluent English

Arabic (preferred)

Education

Bachelor’s degree in Computer Science or related field

Master’s degree / professional certification preferred

Job description

The University of Doha for Science and Technology (UDST) invites applications for an IT Service Desk Manager to oversee its IT service desk operations, ensure timely responses, and monitor service levels. The role requires clear communication with campus stakeholders and a focus on user satisfaction.

Responsibilities include incident resolution, user training, vendor management, and continuous improvement of support processes.