Team Lead – IT Helpdesk On-Site Support
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Job Summary
The Team Lead IT Helpdesk / On-Site Support will be responsible for supervising day-to-day IT support operations and ensuring timely resolution of user incidents and service requests. The role involves managing helpdesk and on-site support teams monitoring ticket queues handling escalations maintaining shift coverage and ensuring compliance with SLAs ITIL processes and service quality standards.
The Team Lead will also support staff training performance monitoring reporting knowledge-base updates and coordination with the Service Delivery Manager to maintain smooth and effective IT support operations.
Requirements
- Bachelors Degree in Information Technology Computer Science or a related field.
- Minimum 57 years of experience in IT Helpdesk Service Desk Desktop Support or IT Support operations.
- At least 12 years of experience in a team lead or supervisory role.
- Proven experience managing IT support teams shift schedules ticket queues and technical escalations.
- Strong knowledge of incident management service request management escalation procedures and SLA monitoring.
- Hands-on experience with ITSM or ticketing systems; SMAX experience is preferred.
- Good knowledge of Windows operating systems Microsoft Office 365 Microsoft Teams and desktop troubleshooting.
- ITIL certification is mandatory.
- Strong leadership problem-solving reporting and customer-service skills.
- Fluent in Arabic and English both written and spoken.
- Willingness to work in a rotational shift environment including weekends and public holidays.
Required Skills:
Bachelors Degree in Information Technology Computer Science or a related field. Minimum 57 years of experience in IT Helpdesk Service Desk Desktop Support or IT Support operations. At least 12 years of experience in a team lead or supervisory role. Proven experience managing IT support teams shift schedules ticket queues and technical escalations. Strong knowledge of incident management service request management escalation procedures and SLA monitoring. Hands-on experience with ITSM or ticketing systems; SMAX experience is preferred. Good knowledge of Windows operating systems Microsoft Office 365 Microsoft Teams and desktop troubleshooting. ITIL certification is mandatory. Strong leadership problem-solving reporting and customer-service skills. Fluent in Arabic and English both written and spoken. Willingness to work in a rotational shift environment including weekends and public holidays.
About Company
601 employees
Being an active member of the United Nations Global Compact since March 2013, Madre Integrated Engineering w.l.l supports the principles of the Global Compact with respect to human rights, labor, environment, and anti-corruption.
