We are looking for an experienced IT Helpdesk Supervisor to oversee daily Level 1 IT support operations and ensure smooth service delivery across shifts.
Key Responsibilities
- Supervise L1 IT support team across shifts.
- Ensure adherence to ITIL-aligned incident management processes.
- Act as escalation point for unresolved L1 issues before routing to L2/L3 support teams.
- Generate weekly IT support performance reports including ticket volume, first-call resolution, response times, and resolution times.
- Coordinate with internal IT teams for system access and new agent onboarding/offboarding.
- Manage IT support schedule and shift handover.
Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum 5–7 years of experience in IT support operations, including at least 2 years in a supervisory role.
- Mandatory certification in ITIL 4 Foundation (per CL-65 – required for IT Helpdesk Supervisor)
- Additional certifications such as CompTIA A+, Network+, or Microsoft 365 Certified are preferred.
- Fluency in both Arabic and English is mandatory.
- Hands-on experience with service desk tools and ticketing systems.
- Knowledge of Azure Cloud environment.
- Strong communication, coordination, problem-solving, and team management skills.
