IT Support Lead

About the role

The IT Support Lead will head the IT support team for our Qatar office, overseeing ticket management, service board operations, and ensuring SLA compliance across all users. This senior position combines leadership, hands‑on technical troubleshooting, and data validation to maintain high performance and reliability of IT services.

Key responsibilities

• Lead and manage the Qatar office’s IT support team, providing mentorship and training.
• Monitor and assign tickets in the ticketing system, ensuring resolution within SLA timelines.
• Maintain SLA compliance, targeting 95%+ ticket resolution within agreed timeframes.
• Oversee IT infrastructure performance to achieve 99.9% uptime for critical systems.
• Validate and integrate ticketing data for accurate reporting and analysis.
• Provide hands‑on technical assistance for complex issues and conduct root‑cause analysis.
• Collaborate with cross‑functional teams to ensure smooth integration of IT services.
• Deliver end‑user training on new systems and processes.

Required profile

• Minimum 4 years of experience in IT service support, preferably in a lead or senior role.
• Proven leadership and strong communication abilities.
• Track record of meeting or exceeding SLA targets.

Required skills

• Ticketing system management
• IT infrastructure monitoring
• SLA compliance
• Data validation
• Root cause analysis