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IT Service Desk & Technical Support Manager

Madre Integrated Engineering · Doha, Ad Dawhah, Qatar

About Madre Integrated Engineering

58 open jobs
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IT Service Desk & Technical Support Manager at Madre Integrated Engineering. We’ll keep it in your applied jobs, so you can see it later and be warned before applying to the same employer twice.

  • Manage and govern Service Desk & Technical Support services
  • Monitor SLA performance and service quality
  • Handle escalations and operational risks
  • Prepare monthly and ad-hoc reports
  • Drive continuous improvement and process optimization
  • Coordinate with stakeholders, vendors and internal teams
  • Manage service reviews, audits and improvement plans

Requirements

  • 5–10 years of relevant experience in Service Desk / Technical Support / IT Service Management
  • Strong experience in Service Desk governance, SLA monitoring, escalation management and service reporting
  • Experience managing teams, workloads, service capacity and technical support operations
  • Strong knowledge of ITIL practices and IT service delivery
  • Experience in dashboards, performance reporting, audits and continuous service improvement
  • Strong stakeholder and vendor coordination experience

Degree / Diploma in Information Technology or related field

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Preferred Certifications

  • HDI-SCA / HDI-DST / ITIL Foundation / CompTIA A+ / equivalent
  • PMP / PRINCE2 / HDI-SCM / equivalent

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