IT Manager

IT Manager

At Snoonu, we believe that technology has the power to make anything possible. Our vision is to be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time. Our mission is to radically transform how people live by leveraging technology to connect them with endless possibilities.

The IT Manager will lead the overall IT strategy, operations, and infrastructure for the organization. This role involves overseeing the IT team, managing IT budgets, ensuring system security and reliability, and aligning IT initiatives with business objectives. The IT Manager will be responsible for driving technology-enabled improvements, managing IT projects, and ensuring the delivery of high-quality IT support across the organization. Occasional travel to satellite offices or operational sites and after-hours availability for critical incidents are required.

Qualifications :

• Bachelor's degree in Information Technology, Computer Science, or a related discipline
• At least 5 years in IT including hands-on support / engineer and leadership roles with proven success turning around underperforming support teams
• Deep expertise running an enterprise IT support function :
• Service?desk operations, SLA management, ticket triage / escalation (Tier 13)
• End-user support across Windows, macOS, mobile, POS, printers, and VoIP
• Advanced troubleshooting toolkit : diagnose and resolve complex infrastructure, network, cloud or application issues end-to-end
• Fast situational assessment : analyze critical incidents, define options, execute fixes under tight timelines
• Proven mentor and coach : teach staff systematic troubleshooting, root-cause analysis, and durable solution design
• Skilled in ITSM tools and automationespecially Jira configuration, workflow automation, dashboards and reports
• Strong project management skills with experience in process mapping, continuous improvement, and change management
• Excellent communicator : translate technical issues into clear guidance for end-users, site teams, and senior stakeholders
• Big-picture systems thinker : architect scalable support processes and knowledge bases for both routine tickets and major roll-outs

Good to Have :

Responsibilities :

Key Performance Indicators (KPIs) :