Job Description/Specification:
A leading organization is seeking an experienced IT Helpdesk Supervisor to lead Level 1 IT support operations, ensure service excellence, and oversee daily helpdesk activities across multiple shifts.
Key Responsibilities
✅ Supervise and support the Level 1 IT Helpdesk team
✅ Ensure compliance with ITIL-based incident management processes
✅ Act as the escalation point for unresolved technical issues before forwarding to L2/L3 teams
✅ Monitor ticket performance and prepare weekly reports on response times, resolution rates, and service metrics
✅ Coordinate user access, onboarding, and offboarding activities with internal IT teams
✅ Manage shift schedules, workload distribution, and handover processes
Requirements
🎓 Degree in Information Technology, Computer Science, or a related field
💼 Experience in IT support operations, including at least 2 years in a supervisory role
🛠️ ITIL 4 Foundation certification (mandatory); CompTIA A+, Network+, or Microsoft 365 certifications are an advantage
🛠️ Strong knowledge of service desk platforms, ticketing systems, and Azure Cloud environments
🌍 Fluent in Arabic and English (mandatory)
✅ Excellent leadership, communication, troubleshooting, and team management skills