IT Support Lead

Role Overview

We are looking for an IT Support Lead to head the Qatar office support function and oversee day-to-day IT service delivery for all users. The role focuses on keeping support operations running smoothly, making sure service targets are met, and guiding the team to work efficiently and consistently. It also requires practical technical involvement when complex issues need senior-level attention.

What You Will Do

• Direct and coordinate the IT support team in the Qatar office so service operations remain effective and well organized.
• Track ticket queues and service boards, ensure proper assignment, and make sure issues are handled within SLA timelines.
• Coach, mentor, and train team members while also providing technical direction to strengthen their capability.
• Keep IT services and systems aligned with SLA commitments and intervene early when performance starts to slip.
• Monitor infrastructure, applications, networks, and support services to reduce downtime and maintain strong performance.
• Follow up on open items, escalations, and SLA risks, then take corrective action to resolve them.
• Check and combine ticketing data accurately so reporting and analysis remain reliable.
• Offer hands-on troubleshooting for complicated issues that require experienced technical support.
• Investigate recurring problems, identify the root cause, and apply preventive fixes to improve stability.
• Work with other teams to keep IT services integrated and functioning smoothly across the organization.
• Support end-user learning by delivering training on new systems, tools, and processes when needed.

Performance Expectations

• Maintain critical system uptime at 99.9% or higher.
• Keep SLA closure rates at 95% or above.
• Respond to new tickets in under 15 minutes during business hours.
• Resolve critical issues in under 1 hour and high-priority issues in under 4 hours.
• Achieve a first-time fix rate of 95% or more.
• Keep staff satisfaction with IT support at 95% or higher.
• Ensure ticket data is validated with 100% accuracy.
• Deliver weekly and monthly performance reports on time, every time.
• Train all team members on new tools and technologies within 3 months of introduction.
• Address recurring issues through documentation and knowledge sharing with a target of 90% or more.
• Keep operations and projects within budget, staying within 5% of the approved budget.
• Use IT resources efficiently and target 95% resource utilization.

About the Company

Snoonu is Qatar’s homegrown super app, built to simplify everyday life through fast delivery, shopping, and more. The company is powered by technology, driven by a global team, and focused on creating a better experience for its users.

Its vision is to become the first Qatari ultra app, using innovation and technology to shape the future of the region. The mission is to transform everyday living by connecting people to more possibilities through smart digital solutions.

What We Value

• Putting customers first.
• Working with honesty, ethics, and trust.
• Staying curious, creative, and solution-oriented.
• Leading by example and taking ownership.
• Delivering results efficiently and intelligently.
• Collaborating as a strong and supportive team.

Additional Information

Snoonu is certified as a Great Place to Work®. The organization also holds ISO 9001:2015 and ISO 45001:2018 certifications, reflecting a commitment to quality and workplace safety.

The company emphasizes sustainability, community contribution, and responsible business practices through CSR and eco-conscious initiatives. It also promotes fairness, inclusion, and equal opportunity for people from all backgrounds.

Employees can expect a global work environment, learning support, autonomy in their work, flexible time off, agile ways of working, and a culture that values people and ownership.

The company encourages interested candidates to join a team where ideas matter and contributions can create real impact.

Stay connected through professional networking channels if you want to keep up with the organization’s updates.

Requirements

• A bachelor’s degree in Information Technology, Computer Science, or a closely related discipline.
• At least 4 to 5 years of experience in IT service support or IT operations, ideally in a lead or senior position.
• Strong team leadership and people management ability.
• Solid knowledge of IT infrastructure, ticketing tools, service boards, network systems, software, and hardware support.
• Strong troubleshooting and problem-solving skills, including root cause analysis and corrective action planning.
• Working knowledge of ITIL practices, IT security standards, and SLA management.
• Experience using remote support tools, ITSM platforms, and data integration workflows.
• Proven ability to coach, train, and support technical staff.
• Clear written and verbal communication skills with the ability to work across functions.
• High proficiency in English, both spoken and written.

Perks

• Opportunity to work with an international team.
• Access to learning resources, courses, and development budgets.
• Strong ownership and autonomy in your work.
• Flexible leave and wellness-focused policies.
• Agile work culture across product and operations.

Eligibility

This opportunity is open to experienced professionals who have a background in IT support or IT operations and are ready to lead a support team in Qatar. Candidates should be comfortable working in a remote setup while supporting the Qatar office and should meet the education, experience, and English communication requirements listed above.

Work Details

This is a full-time position based in Lusail, Qatar, with remote work enabled.

Key Notes

The role requires active involvement in daily support operations, adherence to service targets, data validation, reporting discipline, and team development. No vacancy count, salary figure, start date, or application deadline was specified.