IT Helpdesk Supervisor

Role overview

TP is seeking a seasoned IT Helpdesk Supervisor in Qatar to lead day-to-day Level 1 support activities and keep service operations running consistently across all shifts.

What you'll do

• Guide and monitor the L1 support team throughout multiple shifts.
• Make sure incident handling follows ITIL-based processes and standards.
• Serve as the first escalation contact for issues that L1 cannot resolve before handing them over to L2 or L3 teams.
• Prepare weekly performance summaries for IT support, covering ticket numbers, first-contact resolution, response speed, and turnaround time.
• Work with internal IT stakeholders on access provisioning and the onboarding and offboarding of new agents.
• Oversee the support rota and ensure smooth shift transitions and handovers.

What we're looking for

• A bachelor’s degree in Information Technology, Computer Science, or a closely related discipline.
• Between 5 and 7 years of experience in IT support operations, with at least 2 years spent in a supervisory capacity.
• ITIL 4 Foundation certification is compulsory for this role, in line with CL-65 requirements.
• Extra certifications such as CompTIA A+, Network+, or Microsoft 365 Certified are considered an advantage.
• Strong command of both Arabic and English is essential.
• Practical experience using service desk platforms and ticket management tools.
• Working familiarity with Azure Cloud environments.
• Well-developed communication, coordination, troubleshooting, and people-management abilities.

Additional details

This is a full-time onsite position based in Qatar. Salary was not specified in the source.