Team Leader - Enterprise Support Center

Starlink Qatar; Doha; On-site; QAR 120,000 - 180,000; Full time

Job summary

Starlink Qatar is seeking an experienced Team Leader to head our Enterprise Support Center in Doha. You will oversee a team, delegate tasks, balance workloads, and report progress to senior management, coordinating with incident, problem and change management processes.

The role requires at least 5 years of Team Leader or Manager experience in a service-provider environment, strong communication, stakeholder management, and the ability to work 24x7 shifts; a BE/B.Tech degree and ITIL v3

Qualifications

• At least 5 years of Team Leader or Team Manager experience in a similar environment.
• Working knowledge of Incident, Problem, and Change Management frameworks (ITIL v3), with Foundation certification.
• Excellent written and verbal communication skills, including with senior internal and external stakeholders.
• Strong influencing and relationship-management skills.
• Ability to manage competing, high-priority activities and adapt to changing priorities.
• Self-motivated and resourceful; able to work independently and collaboratively.
• High level of IT literacy and familiarity with incident, event, and problem-management tools.
• Ability to understand complex business processes and technical environments.
• Project management experience is an advantage.

Responsibilities

• Allocate tasks and implement team goals and objectives; supervise, coach, motivate, and guide team members.
• Mediate interpersonal issues and provide effective, constructive feedback.
• Use workforce management tools effectively and maintain a clear understanding of each team member's role.
• Maintain high standards of staff performance, conduct performance reviews, and report to management.
• Work with the Business Process Management team and recommend process enhancements.
• Organize training, shifts, and leave schedules.
• Resolve issues with the Incident Manager and Problem Manager; verify customer service impact and dispatch subject matter experts.
• Manage vendor contracts and monitor KPIs.
• Assess tools and applications periodically and propose enhancements.
• Communicate open-issue status to internal and customer-facing teams; support root cause analysis and problem remediation.
• Monitor departmental and outsourced-team performance against the business scorecard.

Skills

Team Leadership

ITIL v3

Stakeholder Management

Communication

Change Management

Project Management

Education

BE / B.Tech

Tools

ITSM Tools

Job description

We are looking for an experienced Team Leader to lead our Enterprise Support Center (ESC) in Doha. The Team Leader manages a team by delegating tasks, balancing workloads, assessing performance, and reporting on progress, acting as the link between senior management and staff. The ESC supports installation and maintenance of complex solutions for strategic accounts, commercial, government, SME, and SoHo customers.

Key Responsibilities

• Allocate tasks and implement team goals and objectives; supervise, coach, motivate, and guide team members.
• Mediate interpersonal issues and provide effective, constructive feedback.
• Use workforce management tools effectively and maintain a clear understanding of each team member's role.
• Maintain high standards of staff performance, conduct performance reviews, and report to management.
• Work with the Business Process Management team and recommend process enhancements.
• Organize training, shifts, and leave schedules.
• Resolve issues with the Incident Manager and Problem Manager; verify customer service impact and dispatch subject matter experts.
• Manage vendor contracts and monitor KPIs.
• Assess tools and applications periodically and propose enhancements.
• Communicate open-issue status to internal and customer-facing teams; support root cause analysis and problem remediation.
• Monitor departmental and outsourced-team performance against the business scorecard.

Requirements

• At least 5 years of Team Leader or Team Manager experience in a similar environment.
• Working knowledge of Incident, Problem, and Change Management frameworks (ITIL v3), with Foundation certification.
• Excellent written and verbal communication skills, including with senior internal and external stakeholders.
• Strong influencing and relationship-management skills.
• Ability to manage competing, high-priority activities and adapt to changing priorities.
• Self-motivated and resourceful; able to work independently and collaboratively.
• High level of IT literacy and familiarity with incident, event, and problem-management tools.
• Ability to understand complex business processes and technical environments.
• Project management experience is an advantage.

Qualifications & Working Arrangements

• BE / B.Tech degree, or equivalent progressive experience in service provider environments.
• Ability to work shifts in a 24x7x365 Enterprise Support Center, with flexibility in working hours when required.