- 经验
- 5–7 yrs
- 薪水
- —
- 职位空缺
- 1
- 发布
- 2 天前
Where you'll work
职位描述
Role overview
TP is seeking a seasoned IT Helpdesk Supervisor in Qatar to lead day-to-day Level 1 support activities and keep service operations running consistently across all shifts.
What you'll do
- Guide and monitor the L1 support team throughout multiple shifts.
- Make sure incident handling follows ITIL-based processes and standards.
- Serve as the first escalation contact for issues that L1 cannot resolve before handing them over to L2 or L3 teams.
- Prepare weekly performance summaries for IT support, covering ticket numbers, first-contact resolution, response speed, and turnaround time.
- Work with internal IT stakeholders on access provisioning and the onboarding and offboarding of new agents.
- Oversee the support rota and ensure smooth shift transitions and handovers.
What we're looking for
- A bachelor’s degree in Information Technology, Computer Science, or a closely related discipline.
- Between 5 and 7 years of experience in IT support operations, with at least 2 years spent in a supervisory capacity.
- ITIL 4 Foundation certification is compulsory for this role, in line with CL-65 requirements.
- Extra certifications such as CompTIA A+, Network+, or Microsoft 365 Certified are considered an advantage.
- Strong command of both Arabic and English is essential.
- Practical experience using service desk platforms and ticket management tools.
- Working familiarity with Azure Cloud environments.
- Well-developed communication, coordination, troubleshooting, and people-management abilities.
Additional details
This is a full-time onsite position based in Qatar. Salary was not specified in the source.