Requirements
The ideal candidate will have a Bachelor's degree in IT or Computer Science, 5-7 years of IT support experience with at least 2 years in a supervisory role. Mandatory ITIL 4 Foundation certification is required, with additional certifications like CompTIA A+, Network+, or Microsoft 365 Certified being preferred. Fluency in Arabic and English, along with hands-on experience with service desk tools and knowledge of Azure Cloud, are essential.
Description
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 ResponsibilitiesSupervise 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.RequirementsBachelor'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.