Technical Support Lead

This is a one-year consultancy position on a digital transformation project in the Kurdistan Region of Iraq, aimed at modernising and improving its services through a Land Information System.

As the Land Information System Technical Support Lead, you will be the project's most senior technical support resource, leading the central and on-site support teams across all offices and acting as the subject-matter expert on the system. You will be the main point of coordination between the support teams, the technical teams (system developer, hosting, network and hardware providers) and client stakeholders.

Your objective is to ensure that users in every office receive efficient, effective and consistent support; that issues are identified, escalated and resolved within agreed service levels; and that system knowledge is transferred to and retained within the support team.

Key Responsibilities

1. Team leadership: Lead, manage and supervise the central and on-site support team members, including work allocation, coverage planning across offices, performance follow-up and day-to-day guidance.

2. System expertise: Develop and maintain expert-level knowledge of all system functions, workflows, configurations and integrations. Act as the highest internal escalation point for technical and functional issues before escalation to the system developer.

3. Knowledge transfer: Transfer system knowledge to the support team through structured onboarding, coaching and refresher sessions, ensuring that critical knowledge does not depend on a single person. Deliver user training when needed and explain the logic of the operations sequence.

4. Knowledge base: Build and maintain the support knowledge base (troubleshooting guides, frequently asked questions, standard operating procedures, known issues and workarounds) and keep it up to date with every system release.

5. Support enablement: Identify, propose and implement the technical and non-technical means that enable the support team to support users efficiently, such as ticketing and remote-support tools, checklists, escalation paths and standard procedures.

6. Incident management: Ensure that incidents and service requests are logged, prioritised, assigned, escalated and resolved within agreed service levels, in coordination with first-, second- and third-line support teams.

7. Issue identification and follow-up: Proactively identify system issues, recurring incidents and their root causes. Report them to the relevant technical team with clear evidence (steps to reproduce, impact, affected offices) and follow up until closure.

8. Reporting: Report regularly to management on support performance, including ticket volumes, service level compliance, open and overdue issues and recurring problems, with recommended improvements.

9. Information Technology and hardware support oversight: Oversee first-line Information Technology, network and hardware support in offices (workstations, printers, scanners, network devices) in coordination with the responsible contractors.

10. Technical coordination: Coordinate technical support across all offices between the on-site team, the central team and the system developer, hosting, network and hardware teams.

11. Stakeholder liaison: Coordinate and communicate with client officials and office managers to ensure smooth operations, communicate planned changes or downtime, and resolve operational blockers. Represent the support function in technical committees, meetings and workshops.

12. Testing and releases: Participate in user acceptance testing and validation of new features, upgrades and fixes, and prepare the support team before each release reaches the offices.

13. User communication: Keep users informed of the status of reported issues and expected resolution timelines.

14. Standardisation: Promote best practices and standardised use of the system across all offices, and support management during system implementations, office rollouts and workflow changes.

15. Confidentiality and security: Maintain confidentiality and ensure compliance with organisational policies on land and property records, personal data and system security.

Qualifications

Education

• Bachelor's degree in Information Technology, Computer Science, Software Engineering, Computer or Network Engineering, or a closely related field (required).

Certifications (desired, not required)

• Information Technology Infrastructure Library 4 Foundation.

• Relevant Information Technology support or networking certifications.

Experience

• Minimum 5 years of experience in Information Technology, application support or service desk roles.

• At least 2 years leading or supervising a support team.

• Experience supporting enterprise or large-scale information systems across multiple sites is a strong advantage.

Languages

• Kurdish (Sorani): fluent, required.

• English: required.

• Kurdish (Bahdini): desired.

• Arabic: desired.

Skills, Competencies and Other Requirements

• Proven leadership and team-management skills, including managing distributed on-site teams.

• Strong troubleshooting, analytical and root-cause problem-solving abilities.

• Solid technical foundation in Windows, networking basics, web-based applications and peripherals (scanners, printers); basic Structured Query Language and log analysis is an advantage.

• Good understanding of Information Technology service management processes (incident, problem, change and service request management) and hands-on experience with ticketing tools such as Jira Service Management.

• Ability to communicate confidently and diplomatically with senior officials and stakeholders.

• Ability to prioritise multiple support requests and make sound decisions under pressure.

• Good documentation and report-writing skills.

• High level of professionalism, accountability and attention to detail.

• Fast learner who adapts easily to change and is committed to continuous service improvement.

• Willingness to travel to offices across the region and to be available for critical incidents outside normal working hours when needed.