IT Service Desk Team Lead

Job description / Role

Job Title: IT Service Desk Team Lead
Company : Nakilat
Location: Doha, Qatar

Job Summary and Purpose
Ensure that all service levels are achieved in line with the need of a safe and efficient IT operations within NAKILAT and its joint ventures. Provide management and technical expertise to the IT service desk function to provide 1st level technical support.

Accountabilities

Key Accountabilities:

Service Desk Support and Operations:
- Manage IT service desk staff coverage, prepare reports on SLA compliance, service desk metrics and IT assets.
- Establish and set the standard for the provision of support services within NAKILAT and its joint ventures.
- Coordinate with the vendor support to resolve technical problems with desktop computing equipment, printers and software's.
- Provide consulting support to site organizations in regard to office automation, end-user computing projects and training programs.

New Project Implementation:
- Support the strategy for new project implementations at the client level with regard to applications, software and technology.

IT Asset and Data Management:
- Set up and install/replace IT equipment in line with 4-year replacement policy.
- Ensure all computers are running licensed software and that there are no copyright infringements.
- Ensure that equipment is serviced according to established maintenance schedules and that IT equipment is maintained in good working condition.
- Undertake routine maintenance of computers and peripheral devices.

Documentation:
- Prepare and maintain appropriate documentation of IT Inventory records, support call logs, and work status reports.
- Assists in framing NAKILAT’s IT policies and procedures.

Generic Accountabilities:

People Management:
- Manage section staff by overseeing their performance management, recruitment, training and development to ensure high levels of engagement and competence.

Safety, Health, Environment, & Quality (SHEQ):
- Adhere to all relevant SHEQ policies, procedures, instructions and controls so that NAKILAT provides a safe, world class, secure and environmentally responsible service to customers, the public and its own people.

Policies, Systems, Processes & Procedures:
- Implement approved policies, processes and procedures, and provide instructions to subordinates to ensure their proper implementation.

Others:
- Carry out any other duties as directed by the Head of IT Operations.

Key Result Areas
- Meet or exceed client expectations with respect to IT Service Desk Support
- Maintain the IT Assets as per company policies
- Prepare necessary documentation of IT records
- Provide support to team members for understanding of new technologies and on the job training

- Bachelor’s degree in Computer Science, Computer Engineering or any related field
- ITIL certificate is a must
- Microsoft Certified Professional (MCP) certificate is a must
- Microsoft Certified Solutions Expert (MCSE) certificate is preferred
- Cisco Certified Network Associate (CCNA) certificate is preferred

Experience:
- 6 years of experience of which a minimum of 3 years should be in a similar position, preferably in a similar industry

Job Specific Skills:
- Advanced knowledge of service desk best practices and services
- Advanced knowledge of Windows, Linux & MAC operating systems, networking, Microsoft Office suite, Microsoft Exchange and Active Directory

About the Company

Established in 2004, Nakilat is a shipping and maritime company based in the State of Qatar. With one of the world's largest Liquefied Natural Gas (LNG) shipping fleet comprising of 69 LNG carriers, the company provides the essential transportation link in Qatar's LNG supply chain. Through its wholly-owned subsidiary Nakilat Shipping Qatar Limited (NSQL), the company manages and operates one floating storage regasification unit (FSRU), four very large LPG carriers (VLGCs) and 24 LNG carriers.

In addition to its core shipping activities, Nakilat operates the Erhama Bin Jaber Al Jalahma Shipyard in Ras Laffan Industrial City, providing comprehensive ship repair and offshore fabrication services via strategic joint ventures: Qatar Shipyard Technology Solutions and Qatar Fabrication Company (QFAB). It also provides shipping agency services through Nakilat Agency Company (NAC) at all Qatari Ports and terminals, as well as towage and other marine support services through its joint venture Nakilat SvitzerWijsmuller (NSW). The company's Vessel Support Unit (VSU) offers chandlery, storage, logistics services for vessels operating in Qatari waters.