IT Help Desk Section Head
3 days ago
Description:
**Duties & Responsibilities**:
- Managing and supporting a team of help desk members.
- Mentoring the team, providing training, and conducting performance evaluations.
- Monitoring team performance and developing feedback reports for management.
- Communicating with clients and providing in-person and phone support, if required.
- Troubleshooting and resolving technical issues.
- Managing escalations and ensuring any issues are resolved in a timely manner.
- Making recommendations to improve operational efficiency.
- Determine root cause of issues and communicate appropriately to internal and external customers.
- Manage and coordinate urgent and complicated support issues to ensure they a resolved with high satisfaction
- Provide real-time feedback to all support teams and evaluate performance
- Schedule employees working times and provide Backup Support as needed.
- Manage and monitor all help desk team in handling the tickets for accuracy, escalation, and completion.
- Oversee staff activities of the remote teams and on-site teams and ensure response times are met
- Continuously improve Help Desk processes including Incident, Problem, and Knowledge Management.
**Qualifications**:
- Bachelor's degree in computer science, information technology, or a related field.
- Years of experience at least 8 to 10 years.
- At least two years of experience as a Help Desk section head or in a technical support role.
- Strong technical background.
- Excellent analytical and troubleshooting skills.
- Ability to work under pressure.
- Excellent leadership and people management skills.
- Strong customer service skills.
**Location**:
EG
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