Helpdesk Team Lead
Madre Integrated EngineeringAl Rayyan, Al Rayyan, Qatar
Posted December 4, 2025
Full Time
About the Company
Madre Integrated Engineering is a Qatar‑based multinational firm that specializes in triangular employment and outsourcing, connecting global talent with high‑value engineering and infrastructure projects. Leveraging a unique triangular model, the company supplies skilled manpower, delivers agile project solutions, and offers end‑to‑end facilities management, enabling clients to focus on core objectives. With a deep network across diverse industries, Madre assembles dynamic teams that drive innovation and exceed project expectations. The firm’s commitment to excellence, cross‑border collaboration, and comprehensive service integration distinguishes it as a leader in global talent and facilities solutions.
Job Description
The Helpdesk Team Lead will supervise the daily operations of the IT Helpdesk, ensuring the delivery of high-quality technical support services across Qatar. This role is responsible for leading the helpdesk team, managing support workflows, resolving escalated technical issues, and ensuring adherence to IT service standards.
Requirements
- Lead, supervise, and mentor the helpdesk team to ensure efficient and effective service delivery.
- Monitor helpdesk operations, including ticket assignment, prioritization, and resolution.
- Act as the primary escalation point for complex or high-impact technical issues.
- Develop and enforce helpdesk procedures, service standards, and performance metrics.
- Coordinate with other IT teams to facilitate system updates, maintenance, and project implementations.
- Conduct regular performance evaluations, coaching sessions, and training for helpdesk staff.
- Review and analyze helpdesk reports, identifying trends and recommending improvements.
- Ensure the helpdesk knowledge base is updated with accurate troubleshooting guides and documentation.
- Oversee user account management, system access requests, and onboarding/offboarding processes.
- Support IT projects, deployments, and upgrades across museum locations.
- Ensure all helpdesk activities comply with IT policies, security guidelines, and operational standards.
- Foster a customer-focused culture and ensure high levels of user satisfaction.