IT Support Lead

3 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar Snoonu Full time

A little bit about us

At Snoonu, we hold the belief that technology has the power to make anything possible.

Our Vision: to be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time.

Our Mission: To radically transform how people live by leveraging technology to connect them with endless possibilities.

Values We Live By:

  • Be Customer Obsessed - "Focus on the customer and all else will follow'.
  • Act with Integrity - "We are honest, ethical, and trustworthy in everything we do'.
  • Be Curious and Creative - "We constantly innovate and create solutions to bring a lasting positive impact'.
  • Lead by Example and Take Ownership - "Be the change you want to see and take ownership'.
  • Work Smart and Deliver Results - "You can do more by doing less, better, and faster'.
  • It's all about people - "Be a team player, together we are stronger'.

The overview

The IT Support Lead will oversee the IT support team and manage IT service operations covering all users. This includes managing tickets and service boards, ensuring compliance with SLAs, and maintaining high levels of performance and efficiency. The role demands strong leadership, a deep understanding of IT systems, and the ability to mentor and support the team. The IT Support Lead will also be accountable for ensuring the integration and validation of ticketing data and providing hands-on technical assistance as needed. The ideal candidate will have over 4 years of experience in IT service support, preferably in a lead or senior role, with strong leadership and communication skill.

(Some of) What you will be doing:

Team Leadership & Management:

  • Lead and manage the Qatar office's IT support team, ensuring it operates effectively and efficiently.
  • Monitor and manage ticketing systems and service boards, ensuring tickets are assigned appropriately and resolved within SLA timeline.
  • Oversee the support team's performance, providing mentorship, training, and technical guidance to enhance team capabilities.

IT Operations & SLA Compliance:

  • Ensure all IT services and systems meet or exceed SLA targets
  • Monitor IT infrastructure, systems, and services to ensure minimal downtime and optimal performance.
  • Proactively follow up on unresolved tickets, escalations, and SLA breaches, implementing corrective actions as needed.
  • Validate and integrate ticketing data, ensuring data accuracy and reliability for reporting and analysis

Technical Support & Troubleshooting:

  • Provide hands-on technical assistance and troubleshooting support for complex issues that require senior-level expertise.
  • Conduct root cause analysis for recurring issues and implement preventive measures to enhance system reliability
  • Collaborate with cross-functional teams to ensure smooth integration of IT services across the organization.

User Support & Training:

  • Train and mentor the support team, ensuring they are equipped with the necessary skills and knowledge to handle technical issues effectively.
  • Provide end-user training on new systems and processes, collaborating with the technical team as required.

Key Performance Indicators (KPIs):

System Uptime & SLA Compliance:

  • Maintain 99.9% or higher uptime for critical IT systems.
  • SLA Compliance Rate: Percentage of tickets resolved within SLA timelines (Target: 95%+)

Ticket Management Efficiency:

  • Average response time to new tickets (Target: less than 15 minutes during business hours).
  • Average resolution time for tickets (Target: less than 1 hour for critical issues, less than 4 hours for high-priority issues).

Support Team Performance:

  • First-Time Fix Rate: Percentage of tickets resolved on the first attempt (Target: 95%+).
  • Stakeholder Feedback: Satisfaction rate from Qatar office staff regarding IT support and services (Target: 95%+ positive feedback).

Data Integration & Accuracy:

  • Data Validation Rate: Percentage of accurate and validated ticketing data (Target: 100% accuracy).
  • Reporting Timeliness: Timely delivery of weekly and monthly performance reports (Target: 100% on schedule)

Training & Development:

  • Team Training Coverage: Percentage of team members trained on new tools and technologies (Target: 100% of the team within 3 months of tool introduction).
  • Knowledge Transfer Rate: Percentage of recurring issues addressed through team training and documentation (Target: 90%+).

Cost Efficiency:

  • Adherence to Budget: Maintain IT support operations and projects within budget (Target: Within 5% of budget).
  • Resource Utilization: Efficient use of IT resources, minimizing waste and optimizing performance (Target: 95% resource utilization).

Attitude matters most but do you have any of these?

  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Minimum of 4-5 years of experience in IT service support or IT operations, preferably in a lead or senior role.
  • Strong leadership and team management skills, with a proven track record in overseeing IT support operations.
  • Comprehensive knowledge of IT infrastructure, including ticketing systems, service boards, network systems, software applications, and hardware management.
  • Excellent problem-solving skills with the ability to lead root cause analysis and implement effective solutions.
  • Familiarity with ITIL practices, IT security standards, and SLA management.
  • Experience with remote support tools, IT service management (ITSM) platforms, and data integration.
  • Proven ability to mentor, train, and support technical teams.
  • Strong communication skills, both written and verbal, with the ability to collaborate effectively with cross-functional teams.
  • Excellent level of English, both written and verbal.
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