Helpdesk Team Lead

Madre Integrated Engineering | Full time

The Helpdesk Team Lead will supervise the daily operations of the IT Helpdesk, ensuring the delivery of high-quality technical support services across Qatar. This role is responsible for leading the helpdesk team, managing support workflows, resolving escalated technical issues, and ensuring adherence to IT service standards. The ideal candidate should have strong leadership capabilities, advanced technical knowledge, and a commitment to providing exceptional service in a dynamic and culturally diverse environment.

Key Responsibilities:

• Lead, supervise, and mentor the helpdesk team to ensure efficient and effective service delivery.
• Monitor helpdesk operations, including ticket assignment, prioritization, and resolution.
• Act as the primary escalation point for complex or high-impact technical issues.
• Develop and enforce helpdesk procedures, service standards, and performance metrics.
• Coordinate with other IT teams to facilitate system updates, maintenance, and project implementations.
• Conduct regular performance evaluations, coaching sessions, and training for helpdesk staff.
• Review and analyze helpdesk reports, identifying trends and recommending improvements.
• Ensure the helpdesk knowledge base is updated with accurate troubleshooting guides and documentation.
• Oversee user account management, system access requests, and onboarding/offboarding processes.
• Support IT projects, deployments, and upgrades across museum locations.
• Ensure all helpdesk activities comply with IT policies, security guidelines, and operational standards.
• Foster a customer-focused culture and ensure high levels of user satisfaction.

Qualifications & Experience:

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 5–7 years of experience in IT helpdesk or technical support roles, with at least 2 years in a supervisory or lead position.
• Strong expertise in Windows operating systems, networking basics, IT hardware, and software troubleshooting.
• Experience with helpdesk/ticketing systems, ITIL-based processes, and remote support tools.
• Proven leadership, team management, and conflict-resolution skills.
• Excellent communication, customer service, and analytical abilities.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
• Experience in the museum, cultural, or government sector is an asset.