Helpdesk Team Lead

الدوحة - قطر

الراتب شهرياً: لم يكشف

الخبرة المطلوبة: 5سنوات

تاريخ النشر: نُشرت قبل 12 ساعة

عدد الوظائف الشاغرة: 1 عدد الوظائف الشاغرة

سجل للتقديم

ملخص الوظيفة

Job Title: Helpdesk Team Lead

Department: Information Technology

Location: Doha Qatar

Employment Type: Full-time

Job Summary:

The Helpdesk Team Lead will supervise the daily operations of the IT Helpdesk ensuring the delivery of high-quality technical support services across Qatar. This role is responsible for leading the helpdesk team managing support workflows resolving escalated technical issues and ensuring adherence to IT service standards. The ideal candidate should have strong leadership capabilities advanced technical knowledge and a commitment to providing exceptional service in a dynamic and culturally diverse environment.

Key Responsibilities:

Lead supervise and mentor the helpdesk team to ensure efficient and effective service delivery.
Monitor helpdesk operations including ticket assignment prioritization 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 to facilitate system updates maintenance and project implementations.
Conduct regular performance evaluations coaching sessions and training for helpdesk staff.
Review and analyze helpdesk reports identifying trends and recommending improvements.
Ensure the helpdesk knowledge base is updated with accurate troubleshooting guides and documentation.
Oversee user account management system access requests and onboarding/offboarding processes.
Support IT projects deployments and upgrades across museum locations.
Ensure all helpdesk activities comply with
IT policies security guidelines and operational standards.
Foster a customer-focused culture and ensure high levels of user satisfaction.

Qualifications & Experience:

Bachelors degree in Information Technology Computer Science or related field.
57 years of experience in IT helpdesk or technical support roles with at least 2 years in a supervisory or lead position.
Strong expertise in Windows operating systems networking basics IT hardware and software troubleshooting.
Experience with helpdesk/ticketing systems ITIL-based processes and remote support tools.
Proven leadership team management and conflict-resolution skills.
Excellent communication customer service and analytical abilities.
Ability to work under pressure and manage multiple priorities in a fast-paced environment.
Experience in the museum cultural or government sector is an asset.

Key Competencies:

Leadership and team coordination
Advanced technical proficiency
Service quality management
Problem-solving and decision-making
Communication and interpersonal skills
Process improvement and initiative

Job Title: Helpdesk Team LeadDepartment: Information TechnologyLocation: Doha QatarEmployment Type: Full-timeJob Summary:The Helpdesk Team Lead will supervise the daily operations of the IT Helpdesk ensuring the delivery of high-quality technical support services across Qatar. This role is responsib...

Job Title: Helpdesk Team Lead

Department: Information Technology

Location: Doha Qatar

Employment Type: Full-time

Job Summary:

Key Responsibilities:

Lead supervise and mentor the helpdesk team to ensure efficient and effective service delivery.
Monitor helpdesk operations including ticket assignment prioritization 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 to facilitate system updates maintenance and project implementations.
Conduct regular performance evaluations coaching sessions and training for helpdesk staff.
Review and analyze helpdesk reports identifying trends and recommending improvements.
Ensure the helpdesk knowledge base is updated with accurate troubleshooting guides and documentation.
Oversee user account management system access requests and onboarding/offboarding processes.
Support IT projects deployments and upgrades across museum locations.
Ensure all helpdesk activities comply with
IT policies security guidelines and operational standards.
Foster a customer-focused culture and ensure high levels of user satisfaction.

Qualifications & Experience:

Bachelors degree in Information Technology Computer Science or related field.
57 years of experience in IT helpdesk or technical support roles with at least 2 years in a supervisory or lead position.
Strong expertise in Windows operating systems networking basics IT hardware and software troubleshooting.
Experience with helpdesk/ticketing systems ITIL-based processes and remote support tools.
Proven leadership team management and conflict-resolution skills.
Excellent communication customer service and analytical abilities.
Ability to work under pressure and manage multiple priorities in a fast-paced environment.
Experience in the museum cultural or government sector is an asset.

Key Competencies:

Leadership and team coordination
Advanced technical proficiency
Service quality management
Problem-solving and decision-making
Communication and interpersonal skills
Process improvement and initiative

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عن الشركة

Madre Integrated Engineering

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Being an active member of the United Nations Global Compact since March 2013, Madre Integrated Engineering w.l.l supports the principles of the Global Compact with respect to human rights, labor, environment, and anti-corruption.

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