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Head, IT Support

University of Doha for Science & Technology
Doha, QAT
Full Time
Manager
Onsite
1 weeks ago
IT Service Desk ManagementIncident ResolutionVendor ManagementBudget ManagementTeam LeadershipCustomer Service
Free

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IT Service Desk ManagementIncident ResolutionVendor Management
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Overview

  • University of Doha for Science and Technology (UDST) was officially established by the Emiri Decision No13 of 2022, and it is the first national university specializing in academic applied, technical, and professional education in the State of Qatar.
  • With more than 700 staff and over 8,000 students, UDST is the destination of choice for applied and experiential learning.

Responsibilities

  • The successful candidate will support the development of the Information Division’s business plan in alignment with UDST strategy and future technology needs through its projects and initiatives.
  • Service Desk Management: Oversee the University's IT service desk operations, ensuring timely and effective response to user inquiries and technical issues while monitoring service levels, response times, and customer satisfaction.
  • Incident Resolution: Streamline operational procedures and employ proactive problem solving strategies to accelerate the timely and accurate resolution of IT incidents and service requests.
  • User Training and Self Help Resources: Develop and deliver training sessions and resources to empower users to resolve common technical issues independently.
  • Vendor and Contract Management: Strategically partner with vendors and service providers to resolve escalated technical issues and manage service agreements.
  • Continuous Improvement: Challenge the status quo of support processes, identify areas for improvement and implement strategies to enhance the efficiency and effectiveness of support services.
  • User Communication: Establish relationship with University stakeholders to engage and communicate effectively on updates on service disruptions, maintenance, technical issues.
  • Budgeting and Resource Allocation: Manage the IT Support sections’ budget, allocating resources for staffing, training, tools, and equipment.
  • Documentation and Reporting: Safeguard critical records of incidents, service requests and resolutions to enable decision making.
  • Perform miscellaneous job related duties as assigned.
  • Provide professional development support and perform periodic performance reviews for direct subordinates based on UDST’s Employee Performance Management framework.

Qualifications

  • Bachelor’s degree in Computer Science or related field required.
  • Master’s degree/ professional certification is preferred.
  • Minimum 7 years of relevant experience in IT in a Higher Education Institutes.
  • Fluency in written and spoken English language is required.
  • Fluency in written and spoken Arabic language is preferred.

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