Service Desk Senior Supervisor

القاهرة - مصر

الراتب شهرياً: لم يكشف

تاريخ النشر: نُشرت قبل 4 ساعة

عدد الوظائف الشاغرة: 1 عدد الوظائف الشاغرة

سجل للتقديم

ملخص الوظيفة

What will you do

Lead and oversee the Service Desk Supervisor(s) Senior Specialists and Specialists.
Define team structure objectives KPIs and service standards.
Mentor and develop team leaders and specialists supporting career growth and succession planning.
Ensure alignment of Service Desk operations with IT strategy enterprise standards and business objectives.
Own overall SLA compliance operational KPIs and service quality metrics.
Oversee major incident management and escalations coordinating with L2/L3 teams and IT leadership.
Identify recurring issues and trends; drive root cause analysis and preventive measures.
Ensure continuous improvement of incident and request handling processes including ITIL practices.
Develop maintain and enforce SOPs knowledge management and service desk policies.
Ensure accurate reporting dashboards and operational documentation for management review.
Drive process optimization initiatives automation and digital tools adoption.
Oversee minor delegated L2/L3 tasks within Service Desk scope to improve operational efficiency.
Act as senior point of contact for business and IT stakeholders regarding Service Desk operations.
Collaborate with IT teams (network systems security cloud) to ensure seamless end-user support.
Provide executive-level reporting on operational performance risks and improvement initiatives.

What will you need

Ability to work in rotating shifts as needed as necessary
Ticketing and service desk tools
Incident escalations & Root cause analysis
Advanced Windows OS Chrome OS and basic macOS support
Microsoft 365 and email systems Microsoft 365 Modern Desktop Administrator / Azure Fundamentals.
Active Directory user administration (basic)
Remote support and deployment tools (SCCN Intune etc)
Networking fundamentals (LAN/WAN/Wi-Fi connectivity Switches Routers)
Understanding of voice/softphone applications (VOIP knowledge protocols etc)
Minimum 7-10 years of experience in related Service Desk Operations & IT Support role
ITIL Intermediate certificate and higher
CompTIA A or Network
Cisco CCNA (optional)

What will you do Lead and oversee the Service Desk Supervisor(s) Senior Specialists and Specialists. Define team structure objectives KPIs and service standards. Mentor and develop team leaders and specialists supporting career growth and succession planning. Ensure alignment of Service Desk opera...

What will you do

Lead and oversee the Service Desk Supervisor(s) Senior Specialists and Specialists.
Define team structure objectives KPIs and service standards.
Mentor and develop team leaders and specialists supporting career growth and succession planning.
Ensure alignment of Service Desk operations with IT strategy enterprise standards and business objectives.
Own overall SLA compliance operational KPIs and service quality metrics.
Oversee major incident management and escalations coordinating with L2/L3 teams and IT leadership.
Identify recurring issues and trends; drive root cause analysis and preventive measures.
Ensure continuous improvement of incident and request handling processes including ITIL practices.
Develop maintain and enforce SOPs knowledge management and service desk policies.
Ensure accurate reporting dashboards and operational documentation for management review.
Drive process optimization initiatives automation and digital tools adoption.
Oversee minor delegated L2/L3 tasks within Service Desk scope to improve operational efficiency.
Act as senior point of contact for business and IT stakeholders regarding Service Desk operations.
Collaborate with IT teams (network systems security cloud) to ensure seamless end-user support.
Provide executive-level reporting on operational performance risks and improvement initiatives.

What will you need

Ability to work in rotating shifts as needed as necessary
Ticketing and service desk tools
Incident escalations & Root cause analysis
Advanced Windows OS Chrome OS and basic macOS support
Microsoft 365 and email systems Microsoft 365 Modern Desktop Administrator / Azure Fundamentals.
Active Directory user administration (basic)
Remote support and deployment tools (SCCN Intune etc)
Networking fundamentals (LAN/WAN/Wi-Fi connectivity Switches Routers)
Understanding of voice/softphone applications (VOIP knowledge protocols etc)
Minimum 7-10 years of experience in related Service Desk Operations & IT Support role
ITIL Intermediate certificate and higher
CompTIA A or Network
Cisco CCNA (optional)