Job Description/Specification:
Snoonu, Qatar’s homegrown Super App, is seeking an IT Support Lead to oversee IT service operations and manage the support team. This role combines leadership, technical expertise, and SLA compliance to ensure seamless IT services across the organization.
Key Responsibilities
Team Leadership & Management
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Lead and manage the IT support team in the Qatar office.
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Monitor ticketing systems and service boards, ensuring timely resolution.
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Mentor, train, and guide the team to enhance technical capabilities.
IT Operations & SLA Compliance
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Ensure IT services meet or exceed SLA targets.
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Monitor infrastructure and systems for uptime and performance.
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Follow up on escalations and SLA breaches, implementing corrective actions.
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Validate and integrate ticketing data for accurate reporting.
Technical Support & Troubleshooting
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Provide hands‑on assistance for complex technical issues.
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Conduct root cause analysis and implement preventive measures.
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Collaborate with cross‑functional teams to integrate IT services.
User Support & Training
Key Performance Indicators (KPIs)
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System Uptime: Maintain 99.9%+ uptime for critical systems.
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SLA Compliance: 95%+ tickets resolved within SLA timelines.
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Ticket Efficiency: Response time under 15 minutes; resolution under 1 hour for critical issues.
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Team Performance: 95%+ first‑time fix rate and positive stakeholder feedback.
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Data Accuracy: 100% validated ticketing data and timely reporting.
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Training Coverage: 100% of team trained on new tools within 3 months.
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Cost Efficiency: Operations within 5% of budget.
Qualifications
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Bachelor’s degree in IT, Computer Science, or related field.
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4–5 years of IT service support or operations experience, preferably in a lead role.
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Strong leadership and team management skills.
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Knowledge of IT infrastructure, ticketing systems, and SLA management.
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Familiarity with ITIL practices and IT security standards.
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Experience with ITSM platforms, remote support tools, and data integration.
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Excellent communication skills in English (written and verbal).
Why You’ll Love This Opportunity
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Be part of Snoonu’s mission to build Qatar’s first Ultra App.
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Collaborate with a global team in a fast‑paced, innovative environment.
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Access learning budgets, courses, and growth tools.
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Enjoy flexible time off and wellness policies.
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Work in a certified Great Place to Work® environment.
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Contribute to sustainability and CSR initiatives.
About Snoonu
Snoonu is Qatar’s Super App, reinventing daily life with delivery, shopping, and more. With global ambitions, Snoonu is committed to innovation, inclusion, and building a smarter society through technology. Certified as a Great Place to Work®, Snoonu values customer obsession, integrity, creativity, ownership, and teamwork.
Career Growth
This role can lead to:
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Senior IT Operations Manager.
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Head of IT Service Management.
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Director of Technology Support.
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Executive leadership roles in IT strategy and operations.
Frequently Asked Questions
Q: How many years of experience are required? A: Minimum 4–5 years in IT service support or operations.
Q: Is leadership experience necessary? A: Yes, prior experience in a lead or senior role is preferred.
Q: What frameworks are emphasized? A: ITIL practices, SLA management, and ITSM platforms.