Helpdesk Team Lead - IT

About the role

The Helpdesk Team Lead supervises the daily operations of the IT Helpdesk in Doha, Qatar, ensuring high-quality technical support across the country. The role leads the helpdesk team, manages support workflows, resolves escalated technical issues and ensures adherence to IT service standards. It is a full-time position.

Key responsibilities

• Lead, supervise and mentor the helpdesk team, and monitor ticket assignment, prioritisation and resolution
• Act as the primary escalation point for complex or high-impact technical issues
• Develop and enforce helpdesk procedures, service standards and performance metrics
• Coordinate with other IT teams on system updates, maintenance and project implementations
• Run regular performance evaluations, coaching and training, and review helpdesk reports to recommend improvements
• Keep the knowledge base up to date with troubleshooting guides and documentation
• Oversee user account management, access requests and onboarding/offboarding
• Support IT projects, deployments and upgrades across museum locations, and ensure compliance with IT policies and security guidelines

Required profile

• Bachelor's degree in Information Technology, Computer Science or a related field
• 5-7 years of experience in IT helpdesk or technical support, with at least 2 years in a supervisory or lead role
• Proven leadership, team management and conflict-resolution skills
• Excellent communication, customer service and analytical abilities; able to work under pressure
• Experience in the museum, cultural or government sector is an asset

Required skills

• Windows operating systems, networking basics, IT hardware and software troubleshooting
• Helpdesk/ticketing systems, ITIL-based processes and remote support tools