IT Service Desk & Technical Support Manager

About the role

Madre Integrated Engineering is looking for an IT Service Desk and Technical Support Manager in Doha. The role manages and governs Service Desk and Technical Support services, monitors performance and quality, and coordinates with stakeholders, vendors and internal teams.

Key responsibilities

• Manage and govern Service Desk and Technical Support services
• Monitor SLA performance and service quality
• Handle escalations and operational risks
• Prepare monthly and ad-hoc reports
• Drive continuous improvement and process optimization
• Coordinate with stakeholders, vendors and internal teams
• Manage service reviews, audits and improvement plans

Required profile

• 5-10 years of relevant experience in Service Desk, Technical Support or IT Service Management
• Degree or diploma in Information Technology or a related field
• Preferred certifications: HDI-SCA / HDI-DST / ITIL Foundation / CompTIA A+, or PMP / PRINCE2 / HDI-SCM

Required skills

• Strong experience in Service Desk governance, SLA monitoring, escalation management and service reporting
• Experience managing teams, workloads, service capacity and technical support operations
• Strong knowledge of ITIL practices and IT service delivery
• Experience with dashboards, performance reporting, audits and continuous service improvement
• Strong stakeholder and vendor coordination experience