IT Support Lead

About the role

The IT Support Lead will head the IT support team for the Qatar office, overseeing ticket management, service‑board operations and SLA compliance. The role blends leadership with hands‑on technical problem solving to ensure high availability and performance of all IT services.

Key responsibilities

• Lead and manage the Qatar office’s IT support team, providing mentorship, training and technical guidance.
• Monitor ticketing systems and service boards, assign tickets, and ensure resolution within SLA timelines.
• Maintain IT infrastructure uptime, proactively address escalations and SLA breaches.
• Validate and integrate ticketing data for accurate reporting and analysis.
• Provide senior‑level troubleshooting for complex issues and conduct root‑cause analysis.
• Collaborate with cross‑functional teams to integrate new systems and processes.
• Deliver end‑user training on new tools and procedures.

Required profile

• Minimum 4 years of experience in IT service support, preferably in a lead or senior role.
• Strong leadership and communication abilities.
• Proven track record of meeting SLA targets and improving team performance.

Required skills

• Ticketing system management
• IT infrastructure monitoring
• Data integration and validation
• Advanced troubleshooting and root‑cause analysis

What we offer

• Opportunity to lead a dynamic support team in a fast‑growing environment.
• Competitive performance‑based incentives.
• Professional development and training programs.