IT Helpdesk Supervisor

About the role

We are seeking an experienced IT Helpdesk Supervisor to lead our Level 1 support team across multiple shifts, ensuring efficient incident handling and high‑quality service delivery.

Key responsibilities

• Supervise the L1 IT support team across all shifts.
• Ensure compliance with ITIL‑aligned incident management processes.
• Serve as the escalation point for unresolved L1 tickets before forwarding to L2/L3 teams.
• Produce weekly performance reports covering ticket volume, first‑call resolution, response and resolution times.
• Coordinate system access, onboarding and off‑boarding of support agents with internal IT teams.
• Manage the support schedule and oversee shift handovers.

Required profile

• Bachelor’s degree in Information Technology, Computer Science or a related field.
• 5–7 years of experience in IT support operations, including at least 2 years in a supervisory role.
• Mandatory ITIL 4 Foundation certification (per CL‑65).
• Fluency in Arabic and English.
• Hands‑on experience with service‑desk tools and ticketing systems.
• Knowledge of Azure Cloud environments.

Required skills

• ITIL 4 Foundation
• CompTIA A+
• CompTIA Network+
• Microsoft 365 Certified (preferred)
• Azure Cloud
• Service‑desk and ticketing system proficiency