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Team Lead – IT Helpdesk / On-Site Support at Madre Integrated Engineering
Doha, , Qatar -
Full Time

Start Date

Immediate

Expiry Date

17 Oct, 26

Salary

0.0

Posted On

19 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

IT Helpdesk Management, On-Site Support, Incident Management, Service Request Management, SLA Monitoring, ITSM, SMAX, Windows OS, Microsoft Office 365, Microsoft Teams, Desktop Troubleshooting, ITIL, Leadership, Problem Solving, Reporting, Customer Service

Industry

Human Resources Services

Description
The Team Lead – IT Helpdesk / On-Site Support will be responsible for supervising day-to-day IT support operations and ensuring timely resolution of user incidents and service requests. The role involves managing helpdesk and on-site support teams, monitoring ticket queues, handling escalations, maintaining shift coverage, and ensuring compliance with SLAs, ITIL processes, and service quality standards. The Team Lead will also support staff training, performance monitoring, reporting, knowledge-base updates, and coordination with the Service Delivery Manager to maintain smooth and effective IT support operations. Requirements Bachelor’s Degree in Information Technology, Computer Science, or a related field. Minimum 5–7 years of experience in IT Helpdesk, Service Desk, Desktop Support, or IT Support operations. At least 1–2 years of experience in a team lead or supervisory role. Proven experience managing IT support teams, shift schedules, ticket queues, and technical escalations. Strong knowledge of incident management, service request management, escalation procedures, and SLA monitoring. Hands-on experience with ITSM or ticketing systems; SMAX experience is preferred. Good knowledge of Windows operating systems, Microsoft Office 365, Microsoft Teams, and desktop troubleshooting. ITIL certification is mandatory. Strong leadership, problem-solving, reporting, and customer-service skills. Fluent in Arabic and English, both written and spoken. Willingness to work in a rotational shift environment, including weekends and public holidays.
Responsibilities
Supervise day-to-day IT support operations and manage helpdesk and on-site teams to ensure timely resolution of incidents. Monitor ticket queues, handle escalations, and coordinate with the Service Delivery Manager to maintain service quality standards.