Information Technology Team Manager

• IT Field Services and Support:

Support the network & systems services, manage IT operation and Field Operation within the Egyptian locations.

• IT End User Service and Support:

Take end user calls; analyze issues and requests regarding IT services; create and manage tickets within the ITSM software ServiceNow; prioritize and categorize such tickets; manage and steer escalation of tickets to the next level in IT support; work on tickets on a 1st level basis regarding defined SLA times based on ITIL procedures and processes.

• CSC and Mfg. Mgmt. Relationship:

Maintain communication with Plant and CSC Mgrs. to understand new IT requirements and

inform IT Initiatives and IT Performance of his region.

• Liaison for IT & Business Project:

Provide support to Central IT Staff teams for the implementation of new projects or changes on

the infrastructure. Provide information about the infrastructure of the Locations under his

responsibility drive project within Egyptian locations

• Manage Department:

Organize the team and provide the resources to work to satisfy End User requirements.

Monitor KPIs and scorecards for his region and measure performance of himself and his team.

Provide Leadership, motivate and coach his team and provide the support for his development and training (Internal and external). Help on the preparation of the budget and execute it.

• Vendor support:

Maintain communication with external vendors of equipment and services and provide feedback of their support.