IT Helpdesk Supervisor
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Key skills for this role
About the Role
TP seeks an IT Helpdesk Supervisor in Doha to oversee Level 1 IT support operations, ensure ITIL-aligned incident management, and manage a team across shifts. Requires a Bachelor's in IT, 5-7 years of IT support experience with 2 years supervisory, ITIL 4 Foundation certification, and fluency in Arabic and English.
Key Skills for This Role
Responsibilities
- Supervise L1 IT support team across shifts
- Ensure adherence to ITIL aligned incident management processes
- Act as escalation point for unresolved L1 issues before routing to L2/L3 support teams
- Generate weekly IT support performance reports including ticket volume, first call resolution, response times, and resolution times
- Coordinate with internal IT teams for system access and new agent onboarding/offboarding
- Manage IT support schedule and shift handover
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field
- Minimum 5–7 years of experience in IT support operations, including at least 2 years in a supervisory role
- Mandatory certification in ITIL 4 Foundation
- Fluency in both Arabic and English is mandatory
- Hands on experience with service desk tools and ticketing systems
- Knowledge of Azure Cloud environment
- Strong communication, coordination, problem solving, and team management skills
Full Job Posting
Overview
- We are looking for an experienced IT Helpdesk Supervisor to oversee daily Level 1 IT support operations and ensure smooth service delivery across shifts.
Key Responsibilities
- Supervise L1 IT support team across shifts.
- Ensure adherence to ITIL aligned incident management processes.
- Act as escalation point for unresolved L1 issues before routing to L2/L3 support teams.
- Generate weekly IT support performance reports including ticket volume, first call resolution, response times, and resolution times.
- Coordinate with internal IT teams for system access and new agent onboarding/offboarding.
- Manage IT support schedule and shift handover.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum 5–7 years of experience in IT support operations, including at least 2 years in a supervisory role.
- Mandatory certification in ITIL 4 Foundation (per CL 65 – required for IT Helpdesk Supervisor)
- Additional certifications such as CompTIA A+, Network+, or Microsoft 365 Certified are preferred.
- Fluency in both Arabic and English is mandatory.
- Hands on experience with service desk tools and ticketing systems.
- Knowledge of Azure Cloud environment.
- Strong communication, coordination, problem solving, and team management skills.
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