Key Responsibilities:

• Team Management: Supervise and manage the daily activities of the IT technical support team, ensuring efficient service delivery.
• Ticket Management: Actively monitor, manage, and update support tickets, ensuring regular status updates are provided to ticket holders and prompt ticket closures.
• Task Delegation: Effectively delegate tasks to team members, providing clear instructions to ensure successful and timely completion of assignments.
• Knowledge Management: Contribute technical content and departmental procedures to the IT Service Management (ITSM) knowledge base, promoting efficient support operations.
• Customer Service Standards: Maintain high levels of customer service, following ITIL service standards, and respond to user queries and complaints with professionalism and efficiency.
• Best Practices Implementation: Establish and maintain IT technical support best practices, referencing ITIL frameworks and ensuring consistent application across the team.
• Performance Monitoring: Generate periodic Key Performance Indicator (KPI) reports to monitor the IT support team’s productivity and performance.
• Meetings & Support Operations: Organize and conduct regular IT support meetings to assess and enhance team operations and services.
• Customer Requirements Analysis: Analyze customer requirements, proposing effective solutions to address their IT needs and improve service quality.
• Policy Documentation: Document, update, and maintain IT policies and procedures to ensure consistency and compliance with CLIENT standards.
• Adherence to Policies: Ensure all relevant policies and procedures identified by the CLIENT have been read, acknowledged, and fully implemented by the IT support team.
• Additional Duties: Perform any other duties as assigned by the Information Technology Manager, demonstrating flexibility and willingness to take on tasks beyond the typical scope of work.

Requirements:

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience: Minimum 5+ years of experience in IT support, with at least 2 years in a supervisory role.

Technical Skills:

• Ticketing Systems: Strong knowledge of IT ticketing systems, including creating, managing, and tracking support tickets.
• ITIL Framework: In-depth understanding of ITIL best practices, with the ability to implement ITIL service standards across the support team.
• Technical Expertise: Proficient in diagnosing and troubleshooting hardware, software, and network-related issues.

Management Skills:

• Team Leadership: Proven ability to manage and supervise a technical support team, delegating tasks, and monitoring performance.
• Customer Service Orientation: Strong customer service skills with the ability to resolve queries and complaints efficiently.
• KPI Reporting: Experience in generating and analyzing KPI reports to assess team performance and identify areas for improvement.

Additional Skills:

• Communication: Excellent verbal and written communication skills in Arabic and English.
• Time Management: Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Problem-Solving: Strong problem-solving skills with the ability to resolve complex IT support issues.
• Open For All Arab & Indian Nationality

Salary : 💵 15,000 QAR💵
All Inclusive Salary

To apply for this position, please submit your updated CV and cover letter.

Only shortlisted candidates will be contacted for further evaluation.

Please note that the specified requirements are mandatory for this role. Kindly ensure that you meet the qualifications before applying.