IT Support Lead

About the Role

The IT Support Lead will direct the IT support team and manage IT service operations for all users, ensuring effective ticket and service board management aligned with service level agreements (SLAs). The position requires strong leadership capabilities, comprehensive IT system knowledge, and the ability to mentor the support team while delivering hands-on technical support when needed. This role demands a minimum of 4 years' experience in IT service support, preferably in senior or lead positions, accompanied by excellent communication and leadership skills.

Responsibilities

• Head the IT support team based in the Qatar office, ensuring smooth and efficient team operations.
• Supervise ticket management, guaranteeing ticket assignments and resolutions occur promptly within SLA thresholds.
• Monitor staff performance, delivering mentorship, training, and technical direction to enhance their skills.
• Manage IT operations to meet or exceed SLA standards, overseeing infrastructure, systems, and services for maximum uptime and optimal function.
• Follow up proactively on unresolved tickets, escalations, and potential SLA violations, applying necessary corrective actions.
• Validate and synchronize ticketing data to ensure reporting accuracy and reliability.
• Deliver expert technical support for complex problems, including root cause analyses and implementation of preventive solutions.
• Collaborate cross-functionally to integrate IT services seamlessly throughout the organization.
• Train team members and provide end-user education on new systems and processes in partnership with technical peers.

Performance Metrics

• Maintain critical IT system uptime at 99.9% or above.
• Achieve at least 95% of tickets resolved within SLA timelines.
• Ensure average response time to new tickets during business hours is under 15 minutes.
• Resolve critical issues in less than one hour and high-priority issues in under four hours on average.
• Attain a first-time fix rate exceeding 95%.
• Receive positive support feedback from Qatar office staff at or above 95%.
• Ensure 100% accuracy in ticketing data validation and timely delivery of performance reports.
• Provide training on new technologies to 100% of the team within three months of introduction and address recurring issues via documentation and training by 90% or more.
• Keep IT support operations within 5% of allocated budgets and optimize IT resource utilization at 95% or above.

Candidate Profile

• Bachelor's degree in Information Technology, Computer Science, or related disciplines.
• At least 4 to 5 years of experience in IT service support or operations, ideally including leadership roles.
• Proven leadership and team management abilities in IT support environments.
• Extensive familiarity with IT infrastructure components, including ticketing and service management systems, networks, applications, and hardware.
• Outstanding problem-solving expertise, capable of conducting root cause analyses and implementing effective remedies.
• Knowledge of ITIL frameworks, IT security, and SLA compliance management.
• Experience using remote support tools, ITSM platforms, and verifying integration of ticketing data.
• Strong mentoring and training skills to develop technical teams.
• Excellent verbal and written communication in English with collaborative skills across units.

Company Overview

Snoonu is a leading Qatari Super App dedicated to improving daily life through rapid delivery, shopping, and more, driven by a global team passionate about simplifying experiences through technology. The company strives to establish itself as the first Qatari Ultra App with ambitions of regional innovation and lasting community impact through technology.

Company Culture & Values

• Customer-centric approach with a focus on delivering excellent experiences.
• Commitment to honesty, integrity, and ethical conduct.
• Encouragement of creativity, curiosity, and continual innovation.
• Strong ownership and leading by example mindset.
• Emphasis on smart work processes that maximize efficiency.
• Collaboration and teamwork valuing people as core to success.

Benefits & Work Environment

• Engagement with an international, diverse team.
• Dedicated learning resources including budgets and access to educational tools.
• Autonomous work culture promoting ownership of projects and tasks.
• Flexible and generous leave and wellness policies to support work-life balance.
• Full adoption of Agile methodologies across departments.
• Recognition as a Great Place to Work® and certifications for quality and workplace safety.
• Commitment to sustainability and community social responsibility initiatives.
• Strong dedication to equity, diversity, and inclusion within the workplace.

Additional Information

The workplace is fully remote based in Lusail, Qatar, fostering global collaboration and innovation. Candidates are invited to join a motivated team where they can contribute significantly to technological transformation and organizational growth.