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IT Service Desk Lead
🚀 Welcome to Your Next Adventure!
The IT Service Desk Manager – Operations & Governance is responsible for end-to-end operational oversight of IT support activities, assets, and service delivery.
This role ensures that all IT tickets, incidents, assets, and support-related workstreams are properly reviewed, assigned, followed up, unblocked, escalated, and reported, without performing hands-on technical execution or closing tickets.
The role acts as a control and coordination function, providing visibility, structure, and accountability across IT operations.
🛠 What You’ll Get Your Hands On
Ticket Review, Assignment & Oversight
Snoonu is Qatar’s homegrown Super App, reinventing daily life with blazing-fast delivery, shopping, and more – all in one place. Powered by tech, driven by a global team, and obsessed with making life easier.
The Dream We’re Chasing
To be the first Qatari Ultra App that propels the region and its community through innovation and technology. We have global ambitions where what we do surpasses norms and limitations every time.
The Quest We’re On
To radically transform how people live by leveraging technology to connect them with endless possibilities.
Our Everyday Superpowers
👥 Be Customer Obsessed : “Focus on the customer and all else will follow.”
💪 Act with Integrity: “We are honest, ethical, and trustworthy in everything we do.”
🧪 Be Curious and Creative: “We constantly innovate and create solutions to bring a lasting positive impact.”
🏅Lead by Example and Take Ownership: “Be the change you want to see and take ownership.”
🚀 Work Smart and Deliver Results : “You can do more by doing less, better, and faster.”
👨💼 It's All About People: “Be a team player; together we are stronger.”
Perks & Worklife Magic At Snoonu
🌐 Global Vibes – Collaborate with a worldwide crew.
🧠 Brain Boosters – Learning budgets, access to courses, and tools for your growth.
🚒 Builder’s Playground – Own your tasks, own your path! We’re big on autonomy.
🏝️ Flexible Time Off – We take recharging seriously. Generous leave and wellness policies.
🛠️ Agile Everything – Scrum isn’t a buzzword here. It’s how we roll, from product to ops.
Great Place to Work® Certified
We’re certified as a Great Place to Work®, a recognition that celebrates a culture we’ve built together where people come first, always. This certification reflects our commitment to creating a workplace where everyone feels valued, empowered, and inspired to do their best work.
Certified for Excellence
Our ISO 9001:2015 and ISO 45001:2018 certifications demonstrate our dedication to world-class quality and a safe, supportive workplace, reinforcing our promise to deliver exceptional service while prioritizing the wellbeing of our people.
Beyond the Code: Giving Back Matters
We don’t just build apps. We’re committed to doing business sustainably and giving back to the community that fuels us. From eco-conscious practices to CSR projects, we’re always finding ways to do better—and we invite you to be a part of that mission.
Diversity Isn’t Just a Buzzword
At Snoonu, fairness and inclusion are the foundation of everything we do. We’re proud to be an equal opportunity workplace that welcomes people from every walk of life. Be bold. Be you. Thrive here.
Let’s Build the Future Together
Apply now to join a team where your contributions spark a change and your voice is heard. Let’s make some magic together.
Stay in the loop—connect with us on LinkedIn!
The IT Service Desk Manager – Operations & Governance is responsible for end-to-end operational oversight of IT support activities, assets, and service delivery.
This role ensures that all IT tickets, incidents, assets, and support-related workstreams are properly reviewed, assigned, followed up, unblocked, escalated, and reported, without performing hands-on technical execution or closing tickets.
The role acts as a control and coordination function, providing visibility, structure, and accountability across IT operations.
🛠 What You’ll Get Your Hands On
Ticket Review, Assignment & Oversight
- Perform daily review of all incoming IT service desk tickets
- Validate ticket quality, including categorization, priority, impact, and clarity
- Assign tickets to the appropriate assignees or teams
- Continuously monitor ticket progress and aging
- Follow up with assignees to ensure timely movement and resolution
- Ensure clear ownership for every ticket at all times
-
Does not close or resolve tickets
- Identify operational, dependency, approval, access, or vendor-related blockers
- Coordinate with internal teams and stakeholders to remove blockers
- Track unresolved blockers and ensure accountability
-
Proactively escalate risks before service impact occurs
- Manage ticket and incident escalations in a structured and controlled manner
- Enforce correct prioritization (P1 / P2 / P3) based on business impact
- Challenge and correct incorrect urgency classifications
- Coordinate major incidents without performing technical execution
-
Ensure escalations are documented, justified, and communicated clearly
- Produce regular and ad-hoc operational reports, including:
- Ticket volume and trends
- SLA compliance
- Backlog and aging analysis
- Recurrent issues and patterns
- Team workload distribution
- Escalation trends
- Provide clear insights highlighting risks, bottlenecks, and improvement areas
-
Ensure reporting is accurate, consistent, and decision-ready
- Maintain visibility and reporting on IT assets and consumables, including:
- IT Assets (Including hardware / software)
- Printer cartridges and consumables
- Loan and spare devices
- Track minimum stock thresholds and usage trends
- Flag shortages, risks, or anomalies proactively
- Coordinate with procurement and relevant teams as required
-
Does not perform purchasing or inventory handling
- Track status of IT-related projects and operational initiatives
- Ensure projects have:
- Clear owners
- Updated status
- Visible risks and dependencies
- Follow up on status updates and delays
- Escalate risks and misalignment to leadership early
-
Does not execute project tasks
- Act as the primary operational interface between IT support and business teams
- Ensure requests follow defined processes
- Reduce ad-hoc follow-ups and unmanaged escalations
-
Provide clear, factual, and calm updates during incidents or delays
- 3+ years of experience in IT Support or IT Operations environments
- Strong understanding of IT service management practices (ITIL-based)
- Hands-on experience with Jira Service Management or similar platforms
- Strong analytical, follow-up, and organizational skills
- Excellent communication and stakeholder management abilities
- Operational discipline and attention to detail
- Strong prioritization and decision-making skills
- Ability to manage pressure and escalations calmly
- Data-driven mindset
-
Clear and structured communication
Snoonu is Qatar’s homegrown Super App, reinventing daily life with blazing-fast delivery, shopping, and more – all in one place. Powered by tech, driven by a global team, and obsessed with making life easier.
The Dream We’re Chasing
To be the first Qatari Ultra App that propels the region and its community through innovation and technology. We have global ambitions where what we do surpasses norms and limitations every time.
The Quest We’re On
To radically transform how people live by leveraging technology to connect them with endless possibilities.
Our Everyday Superpowers
👥 Be Customer Obsessed : “Focus on the customer and all else will follow.”
💪 Act with Integrity: “We are honest, ethical, and trustworthy in everything we do.”
🧪 Be Curious and Creative: “We constantly innovate and create solutions to bring a lasting positive impact.”
🏅Lead by Example and Take Ownership: “Be the change you want to see and take ownership.”
🚀 Work Smart and Deliver Results : “You can do more by doing less, better, and faster.”
👨💼 It's All About People: “Be a team player; together we are stronger.”
Perks & Worklife Magic At Snoonu
🌐 Global Vibes – Collaborate with a worldwide crew.
🧠 Brain Boosters – Learning budgets, access to courses, and tools for your growth.
🚒 Builder’s Playground – Own your tasks, own your path! We’re big on autonomy.
🏝️ Flexible Time Off – We take recharging seriously. Generous leave and wellness policies.
🛠️ Agile Everything – Scrum isn’t a buzzword here. It’s how we roll, from product to ops.
Great Place to Work® Certified
We’re certified as a Great Place to Work®, a recognition that celebrates a culture we’ve built together where people come first, always. This certification reflects our commitment to creating a workplace where everyone feels valued, empowered, and inspired to do their best work.
Certified for Excellence
Our ISO 9001:2015 and ISO 45001:2018 certifications demonstrate our dedication to world-class quality and a safe, supportive workplace, reinforcing our promise to deliver exceptional service while prioritizing the wellbeing of our people.
Beyond the Code: Giving Back Matters
We don’t just build apps. We’re committed to doing business sustainably and giving back to the community that fuels us. From eco-conscious practices to CSR projects, we’re always finding ways to do better—and we invite you to be a part of that mission.
Diversity Isn’t Just a Buzzword
At Snoonu, fairness and inclusion are the foundation of everything we do. We’re proud to be an equal opportunity workplace that welcomes people from every walk of life. Be bold. Be you. Thrive here.
Let’s Build the Future Together
Apply now to join a team where your contributions spark a change and your voice is heard. Let’s make some magic together.
Stay in the loop—connect with us on LinkedIn!
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