Supervise, coach, and develop service desk and technical support team members.
Set team KPIs, monitor performance, and prepare regular reports on SLA compliance and service quality.
Manage shift schedules and support coverage, including on-call rotations.
Act as the escalation point for complex technical issues, major incidents, and VIP support requests.
Oversee ITSM ticket queues, ensuring effective handling of incidents, service requests, problems, and changes.
Provide hands-on Tier 2/3 support for Windows, Active Directory, Microsoft 365, and common network issues.
Coordinate with infrastructure, network, security, application, and vendor teams to resolve incidents.
Lead major incident management, including coordination, stakeholder communication, and Root Cause Analysis (RCA).
Maintain knowledge base articles, standard operating procedures, and self-service documentation.
Promote ITIL-aligned processes and continuous service improvement.

Requirements

BSc. degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
5+ Yrs. of IT support / Help Desk / Service Desk experience, including at least 1–2 years in a team leadership or supervisory role.
ITIL Foundation certification required (ITIL 4 preferred).
Hands-on experience with ITSM platforms such as ServiceNow, BMC Remedy, Freshservice, or Jira Service Management. ServiceNow experience is an advantage.
Strong technical knowledge of Windows OS, Active Directory, Microsoft 365, networking, and remote-support tools.
Experience with endpoint management and monitoring tools is an advantage.
Proven ability to lead, motivate, and develop technical support teams.
Strong problem-solving, communication, and incident management skills.
Ability to manage major incidents and work under pressure.
Fluent in both Arabic and English, written and spoken.

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About the company

MIS - Al Moammar Information Systems Co.

IT Services and IT Consulting

Key Responsibilities

Supervise, coach, and develop service desk and technical support team members.
Set team KPIs, monitor performance, and prepare regular reports on SLA compliance and service quality.
Manage shift schedules and support coverage, including on-call rotations.
Act as the escalation point for complex technical issues, major incidents, and VIP support requests.
Oversee ITSM ticket queues, ensuring effective handling of incidents, service requests, problems, and changes.
Provide hands-on Tier 2/3 support for Windows, Active Directory, Microsoft 365, and common network issues.
Coordinate with infrastructure, network, security, application, and vendor teams to resolve incidents.
Lead major incident management, including coordination, stakeholder communication, and Root Cause Analysis (RCA).
Maintain knowledge base articles, standard operating procedures, and self-service documentation.
Promote ITIL-aligned processes and continuous service improvement.

Requirements

BSc. degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
5+ Yrs. of IT support / Help Desk / Service Desk experience, including at least 1–2 years in a team leadership or supervisory role.
ITIL Foundation certification required (ITIL 4 preferred).
Hands-on experience with ITSM platforms such as ServiceNow, BMC Remedy, Freshservice, or Jira Service Management. ServiceNow experience is an advantage.
Strong technical knowledge of Windows OS, Active Directory, Microsoft 365, networking, and remote-support tools.
Experience with endpoint management and monitoring tools is an advantage.
Proven ability to lead, motivate, and develop technical support teams.
Strong problem-solving, communication, and incident management skills.
Ability to manage major incidents and work under pressure.
Fluent in both Arabic and English, written and spoken.

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About the company

Artificial Intelligence Reporter

Senior Travel Consultant

Storekeeper

Medical Science Liaison - Rare Diseases (with Diagnostics responsibilities Oncology/Rare Diseases) - Lebanon

Software Engineer Intern

Generative AI Creative Technologist (Arabic)

Business Growth Associate

Venture Capital Intern

Business Prospecting Executive

Showroom Manager- Nigeria

Salesperson

Company Owner

Business Prospecting Representative

Customer Success Lead

Event Specialist

EUSM Lebanon - European Union Support Mission in Lebanon 1-2026 Call for Contributions (EUSM Lebanon)

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Sales Advisor

Business Development

Computer Science

Mechanical Engineer

HR Volunteer

Private Engineering Tutor

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Human Resources Manager

Store Manager

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