IT Support Lead

The IT Support Lead will oversee the IT support team and manage IT service operations covering all users. This includes managing tickets and service boards, ensuring compliance with SLAs, and maintaining high levels of performance and efficiency. The role demands strong leadership, a deep understanding of IT systems, and the ability to mentor and support the team. The IT Support Lead will also be accountable for ensuring the integration and validation of ticketing data and providing hands-on technical assistance as needed. The ideal candidate will have over 4 years of experience in IT service support, preferably in a lead or senior role, with strong leadership and communication skills.

What You’ll Get Your Hands On:

• Lead and manage the Qatar office's IT support team, ensuring it operates effectively and efficiently.
• Monitor and manage ticketing systems and service boards, ensuring tickets are assigned appropriately and resolved within SLA timelines.
• Oversee the support team's performance, providing mentorship, training, and technical guidance to enhance team capabilities.

IT Operations & SLA Compliance:

• Ensure all IT services and systems meet or exceed SLA targets.
• Monitor IT infrastructure, systems, and services to ensure minimal downtime and optimal performance.
• Proactively follow up on unresolved tickets, escalations, and SLA breaches, implementing corrective actions as needed.
• Validate and integrate ticketing data, ensuring data accuracy and reliability for reporting and analysis.

Technical Support & Troubleshooting:

• Provide hands-on technical assistance and troubleshooting support for complex issues that require senior-level expertise.
• Conduct root cause analysis for recurring issues and implement preventive measures to enhance system reliability.
• Collaborate with cross-functional teams to ensure smooth integration of IT services across the organization.

User Support & Training:

• Train and mentor the support team, ensuring they are equipped with the necessary skills and knowledge to handle technical issues effectively.
• Provide end-user training on new systems and processes, collaborating with the technical team as required.

Key Performance Indicators (KPIs):

System Uptime & SLA Compliance:

• Maintain 99.9% or higher uptime for critical IT systems.
• SLA Compliance Rate: Percentage of tickets resolved within SLA timelines (Target: 95%+).

Ticket Management Efficiency:

• Average response time to new tickets (Target: less than 15 minutes during business hours).
• Average resolution time for tickets (Target: less than 1 hour for critical issues, less than 4 hours for high-priority issues).

Support Team Performance:

• First-Time Fix Rate: Percentage of tickets resolved on the first attempt (Target: 95%+).
• Stakeholder Feedback: Satisfaction rate from Qatar office staff regarding IT support and services (Target: 95%+ positive feedback).

Data Integration & Accuracy:

• Data Validation Rate: Percentage of accurate and validated ticketing data (Target: 100% accuracy).
• Reporting Timeliness: Timely delivery of weekly and monthly performance reports (Target: 100% on schedule).

Training & Development:

• Team Training Coverage: Percentage of team members trained on new tools and technologies (Target: 100% of the team within 3 months of tool introduction).
• Knowledge Transfer Rate: Percentage of recurring issues addressed through team training and documentation (Target: 90%+).
• Adherence to Budget: Maintain IT support operations and projects within budget (Target: Within 5% of budget).
• Resource Utilization: Efficient use of IT resources, minimizing waste and optimizing performance (Target: 95% resource utilization).

The Magic You Bring

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 4-5 years of experience in IT service support or IT operations, preferably in a lead or senior role.
• Strong leadership and team management skills, with a proven track record in overseeing IT support operations.
• Comprehensive knowledge of IT infrastructure, including ticketing systems, service boards, network systems, software applications, and hardware management.
• Excellent problem-solving skills with the ability to lead root cause analysis and implement effective solutions.
• Familiarity with ITIL practices, IT security standards, and SLA management.
• Experience with remote support tools, IT service management (ITSM) platforms, and data integration.
• Proven ability to mentor, train, and support technical teams.
• Strong communication skills, both written and verbal, with the ability to collaborate effectively with cross-functional teams.
• Excellent level of English, both written and verbal.

Inside Snoonu’s Universe

Snoonu is Qatar’s homegrown Super App, reinventing daily life with blazing-fast delivery, shopping, and more – all in one place. Powered by tech, driven by a global team, and obsessed with making life easier.

The Dream We’re Chasing

To be the first Qatari Ultra App that propels the region and its community through innovation and technology. We have global ambitions where what we do surpasses norms and limitations every time.

The Quest We’re On

To radically transform how people live by leveraging technology to connect them with endless possibilities.

Our Everyday Superpowers

Be Customer Obsessed : “Focus on the customer and all else will follow.”

Act with Integrity : “We are honest, ethical, and trustworthy in everything we do.”

Be Curious and Creative : “We constantly innovate and create solutions to bring a lasting positive impact.”

Lead by Example and Take Ownership : “Be the change you want to see and take ownership.”

Work Smart and Deliver Results : “You can do more by doing less, better, and faster.”

It's All About People : “Be a team player; together we are stronger.”

Perks & Worklife Magic At Snoonu

Global Vibes – Collaborate with a worldwide crew.

Brain Boosters – Learning budgets, access to courses, and tools for your growth.

Flexible Time Off – We take recharging seriously. Generous leave and wellness policies.

Agile Everything – Scrum isn’t a buzzword here. It’s how we roll, from product to ops.

We’re certified as a Great Place to Work®, a recognition that celebrates a culture we’ve built together where people come first, always. This certification reflects our commitment to creating a workplace where everyone feels valued, empowered, and inspired to do their best work.

Certified for Excellence

Our ISO 9001:2015 and ISO 45001:2018 certifications demonstrate our dedication to world-class quality and a safe, supportive workplace, reinforcing our promise to deliver exceptional service while prioritizing the wellbeing of our people.

Beyond the Code: Giving Back Matters

We don’t just build apps. We’re committed to doing business sustainably and giving back to the community that fuels us. From eco-conscious practices to CSR projects, we’re always finding ways to do better—and we invite you to be a part of that mission.

Diversity Isn’t Just a Buzzword

At Snoonu, fairness and inclusion are the foundation of everything we do. We’re proud to be an equal opportunity workplace that welcomes people from every walk of life. Be bold. Be you. Thrive here.