Job Description

IT Support Supervisor

Hours of Service:

The service includes up to 6 days of on-site support per week, with in 48 hours on-site.

Off-site support will be provided as needed, based on client's requirements.

Additionally, on-call support will be available during nights and weekends, depending on work demands.

Required Competencies:

Bachelor's degree in an IT-related field

Minimum 7+ of related experience with applicable certifications.

Excellent hands-on knowledge of Windows Operating Systems, Mac OS and Audio-Visual technologies.

ITIL foundation/intermediate certification.

Excellent written and verbal communication skills in both English and Arabic.

Responsibilities:

Manage and supervise the daily operations of the IT technical support team.

Actively monitor, manage, and ensure that the IT technical support team receives, and updates support tickets. This ensures that ticket holders receive regular status updates on the progress of their tickets and that tickets are closed promptly.

Manage the workload of the IT technical support team, effectively delegating tasks and providing clear instructions for successful and timely completion.

Contribute technical content and departmental procedures to the IT Service Management (ITSM) knowledge base.

Uphold customer service standards in accordance with ITIL service standards.

Improve customer support by actively responding to queries and addressing complaints.

Establish and maintain best practices throughout the entire technical support process, referencing ITIL practices.

It is highly recommended to generate periodic Key Performance Indicator (KPI) reports on the IT support team's productivity.

Organize and conduct IT support meetings, supervise all IT support operations and services, and analyze customer requirements to develop solutions.

Document, update, and maintain IT policies and procedures.

Ensure that all policies and procedures relevant to the position, as identified by the college, have been read, acknowledged, implemented, and adhered to.

Demonstrate flexibility; the successful candidate must be prepared to undertake other duties as assigned by the Information Technology Manager, which may extend beyond the typical scope of work.

Job Type: Contract
Contract length: 12 months

Pay: QAR5,500.00 - QAR6,000.00 per month

Ability to commute/relocate:

Doha: Reliably commute or willing to relocate with an employer-provided relocation package (Required)
Experience:

* IT Support: 6 years (Required)