Team Leader - Service Centre

Ali Bin Ali Group

Doha, Qatar

Ref: GP219-298

Job description / Role

Employment: Full Time

- To guide, and act as mentor to the support engineers team to deliver IT services and support to customers. The team Leader will ensure the smooth operations, ensuring that SLAs are met and that quality targets are reached and maintained.
- Coordinate with suppliers/vendors regarding spare parts delivery.To alert the supplier of shortages and performance issues within the supply chain. To brief service issues to the Customer's point of contact
- Send weekly & monthly SLA reports to customers.
- To conduct quality control checks and edit work if necessary, identifying and highlighting best practice for support engineers and sharing this with the team
- Identify and escalate helpdesk calls that breach SLAs.
- Ensure that all helpdesk jobs allocated to the team are kept up to date and promptly closed in the Help Desk system. Manages day to day operations of the team.

Requirements

Requirements
- Experienced on Service Centre - Apple service centre (all Macintosh Units & equipment)
- Bachelor's degree in computer science preferred with 7 years of experience with 2 years in L3 support.
- ITIL Foundation certificate is a plus

About the Company

The Ali Bin Ali Group is a privately owned company with a heritage that dates back to 1945. Our roots began with a vision to provide quality international products and services to the people of Qatar. Today our Group is one of the largest retail and distribution companies in Qatar. We are also proud to say we have a long-standing reputation for building successful partnerships with the world's leading brands across a diverse range of business activities. This success is born out of our unwavering commitment to the long-term development and strategic growth of not just our Group but also that of our partners.

Our knowledge of the market is unrivaled. That is what keeps us ahead in an environment of phenomenal growth in Qatar. The Ali Bin Ali Group has evolved and grown in response to Qatar's diversifying requirements.

As a Group, we thrive on innovation, which is the key to our consistent market share results and achievement awards. The Ali Bin Ali Group operations are currently local but our standards are International. Our partners and competitors credit us with an impeccable reputation and with excellent public and private sector relationships. But from our perspective our most important affirmation comes from customer satisfaction across each of our Group's business divisions.

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