Head, IT Support

About the University

University of Doha for Science and Technology (UDST) was created under Emiri Decision No. 13 of 2022 and serves as Qatar’s first national university dedicated to applied, technical, and professional education. The institution offers more than 70 programs across bachelor’s, master’s, diploma, and certificate levels, and is organized into five colleges: Business; Computing and Information Technology; Engineering and Technology; Health Sciences; and General Education. It also operates specialized training centers for individuals and organizations.

UDST is known for learner-focused education, modern facilities, and faculty and researchers who help students build practical skills and graduate ready to contribute to Qatar’s national development and wider economic, social, and human progress. With over 700 employees and more than 8,000 students, the university positions itself as a leading place for applied, hands-on learning and a key contributor to Qatar National Vision 2030.

Role Summary

The Head of IT Support will help shape and deliver the Information Division’s business plan so it aligns with UDST strategy and future technology requirements. This role leads support operations, strengthens service quality, and ensures technology support services run efficiently for the university community.

Key Responsibilities

• Lead the university’s IT service desk activities and ensure staff receive prompt, effective support for technical questions and issues.
• Monitor service targets, response performance, and user satisfaction to maintain a high standard of support delivery.
• Improve how incidents and service requests are handled so problems are resolved quickly, accurately, and with minimal disruption to users.
• Identify recurring issues and underlying causes, then introduce preventive measures to reduce future incidents.
• Create and deliver training materials, user guidance, and self-help resources that help people solve common technical problems on their own.
• Maintain a practical knowledge base with troubleshooting steps and documented solutions.
• Work closely with vendors and service providers on escalated technical matters, agreements, and procurement of hardware, software, and support services.
• Review support workflows and lead improvements that make IT support more efficient and effective.
• Communicate clearly with university stakeholders about outages, maintenance, technical issues, and service updates while managing expectations professionally.
• Oversee the IT Support section budget and allocate funds for staffing, training, tools, and equipment in a way that supports service goals.
• Keep accurate records of incidents, requests, resolutions, performance trends, and user feedback to support reporting and decision-making.
• Carry out other duties related to the role as assigned.
• Support the development of direct reports and conduct periodic performance reviews in line with UDST’s employee performance management framework.

Qualifications

• A bachelor’s degree in Computer Science or a closely related field is required.
• A master’s degree or a professional certification is preferred.
• At least 7 years of relevant IT experience within a higher education institution is required.
• Strong written and spoken English is required.
• Written and spoken Arabic is preferred.

Additional Information

This is a full-time, on-site position based in Doha, Qatar.