IT Support Lead

Overview

Team Leadership & Management

• 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.

IT Operations & SLA Compliance

• 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.

Technical Support & Troubleshooting

• 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.

User Support & Training

• 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.

System Uptime & SLA Compliance

• Maintain 99.9% or higher uptime for critical IT systems.
• SLA Compliance Rate: Percentage of tickets resolved within SLA timelines (Target: 95%+).

Ticket Management Efficiency

• 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).

Support Team Performance

• 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 Integration & Accuracy

• 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).

Training & Development

• 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%+).

Cost Efficiency

• 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).

🧙‍♂️ The Magic You Bring

• 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.

Inside Snoonu’s Universe

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The Quest We’re On

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Perks & Worklife Magic At Snoonu

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