Service Desk Lead

Permanent

Position: Service Desk Lead

Company Overview:

RayaCX is a leading customer experience management company based in Cairo Egypt. We provide innovative solutions to help businesses improve their customer service and overall customer experience. Our team is dedicated to delivering exceptional service and creating positive interactions between businesses and their customers.

Job Overview:

We are seeking a highly motivated and experienced Service Desk Lead to join our team. The Service Desk Lead will be responsible for managing the day-to-day operations of our service desk ensuring efficient and effective support to our clients. This is a full-time permanent position based in Cairo Egypt.

Key Responsibilities:

- Manage and lead a team of service desk agents providing guidance and support to ensure high-quality service delivery.

- Monitor and maintain service desk performance metrics including response time resolution rate and customer satisfaction.

- Develop and implement service desk procedures and policies to ensure consistency and efficiency.

- Act as the first point of contact for escalated customer inquiries and complaints ensuring timely and effective resolution.

- Collaborate with other departments to identify and resolve recurring issues and improve overall customer experience.

- Conduct regular training and coaching sessions for service desk agents to enhance their skills and knowledge.

- Stay up-to-date with industry trends and best practices to continuously improve service desk operations.

- Prepare and present reports on service desk performance to management.

Qualifications:

- Bachelors degree in Computer Science or a related field.

- Minimum of 5 years of experience in a service desk or customer support role with at least 2 years in a leadership position.

- Exceptional communication and interpersonal skills.

- Strong leadership and team management abilities.

- Proven experience in developing and implementing service desk procedures and policies.

- Ability to handle multiple tasks and prioritize effectively.

- Excellent problem-solving and decision-making skills.

- Proficient in Microsoft Office and customer service software.

- Knowledge of ITIL framework is a plus.

We Offer:

- Competitive salary and benefits package.

- Professional development opportunities.

- Dynamic and collaborative work environment.

- Opportunity to work with leading companies and brands.

- Growth and advancement opportunities within the company.

If you are a highly motivated and experienced service desk professional looking for a new challenge we encourage you to apply for this position. Join our team at RayaCX and help us deliver exceptional customer experiences.