الوصف الوظيفي
Black & Grey HR is recruiting for a leading technology and service provider in Doha, Qatar. Our client is looking to hire a Field Support Services Supervisor who will oversee end-user support services and client technology operations across venues. This role is critical in ensuring seamless IT support during major sporting events and day-to-day operations by leading a technical team, minimizing downtime, and maintaining high service standards.
Key Responsibilities:
Technical Management
- Lead the Client Technology team providing L2 support for hardware and software issues, ensuring minimal disruption to end-users.
- Act as the primary escalation point for complex technical incidents, maintaining ownership until resolution.
- Conduct Root Cause Analysis (RCA), implement workarounds, and drive permanent solutions for recurring issues.
- Manage end-user computing initiatives including OS rollouts, application deployments, and device standardization.
- Support IT Asset and Configuration Management processes, ensuring accurate tracking and lifecycle governance.
- Prepare technical reports and provide updates on support operations and ongoing projects.
IT Operational Support
- Provide technical leadership in endpoint management tools such as SCCM, Microsoft Intune, and patch management systems.
- Oversee daily support operations, ensuring high service quality and user satisfaction.
- Conduct system audits, health checks, and performance reviews to identify improvement areas.
- Develop and maintain IT documentation including SOPs, user guides, and training materials.
- Participate in Incident and Problem Management processes to minimize service disruptions and maintain knowledge bases.
Resource & Stakeholder Management
- Manage and allocate team resources effectively to meet operational demands and service levels.
- Build strong relationships with internal stakeholders and external vendors to enhance service delivery.
- Collaborate with business units to understand technology needs and deliver aligned IT support solutions.
- Manage budgets related to IT support operations, optimizing costs while maintaining performance.
- Conduct team performance evaluations and identify training and development opportunities.
- Support additional responsibilities as required to meet organizational goals.
Asset Management
- Identify opportunities to optimize utilization of IT assets and improve return on investment.
- Communicate asset management strategies effectively across teams and stakeholders.
- Benchmark industry best practices and recommend improvements to enhance asset management processes.
RequirementsExperience & Education
- Minimum 8 years of IT experience, including at least 5 years in a similar supervisory role.
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
Technical Skills
- Strong experience in IT Service Management and end-user computing support (hardware & software).
- Hands-on expertise with SCCM, Microsoft Intune, and endpoint management tools.
- Solid understanding of IT infrastructure, systems, and service delivery frameworks.
- Proven experience in managing teams within IT support environments.
- Experience in large-scale environments such as sports venues, entertainment, or similar industries is highly preferred.
Certifications
- Microsoft Certified: Modern Desktop Administrator (preferred)
- ITIL Certification or equivalent in IT Service Management
Benefits- Competitive Salary + Benefits Package
لقد تمت ترجمة هذا الإعلان الوظيفي بواسطة الذكاء الاصطناعي وقد يحتوي على بعض الاختلافات أو الأخطاء البسيطة.
