IT Helpdesk Manager

2 days ago

القاهرة, Egypt Egyptian Banks Company Full time

**Job Summary**:
The IT Helpdesk Manager is responsible for overseeing the daily operations of the IT helpdesk team, ensuring efficient and effective support for all end-users. This role involves managing a team of helpdesk technicians, developing support processes, and maintaining high levels of end-users satisfaction. The IT Helpdesk Manager will also collaborate with other IT departments to implement technology solutions and improve service delivery.

**Key Responsibilities**:
**1. Team Leadership**:

- Supervise, mentor, and train helpdesk staff to ensure high-quality support and professional development.
- Conduct performance evaluations and provide feedback to team members.

**2. Service Management**:

- Oversee the helpdesk ticketing system to ensure timely resolution of issues and requests.
- Monitor and analyze helpdesk metrics to identify trends and areas for improvement.
- Ensure adherence to service level agreements (SLAs) and maintain high levels of customer satisfaction.

**3. Process Improvement**:

- Develop, implement, and optimize helpdesk processes and procedures for efficiency and effectiveness.
- Create and maintain documentation for troubleshooting guides, FAQs, and training materials.

**4. Collaboration**:

- Work closely with other IT teams to coordinate support for complex issues and projects.
- Liaise with vendors and service providers to manage escalated issues and ensure quality service delivery.

**5. Technical Support**:

- Provide advanced technical support for escalated issues that require higher-level troubleshooting.
- Stay updated on new technologies and tools to enhance helpdesk operations.

**6. Reporting**:

- Prepare and present regular reports on helpdesk performance, including ticket volume, resolution times, and user satisfaction.
- Identify opportunities for improvement based on data analysis and user feedback.

**7. User Training**:
**8. IT Asset Inventory**:

- Tracking asset lifecycle (purchase, deployment, maintenance, retirement)
- Ensuring compliance with licensing agreements

**Requirements**:

- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Proven experience in IT support, with at least 12+ years + a supervisory or managerial role.
- Strong knowledge of helpdesk software, ticketing systems, and remote support tools.
- Excellent problem-solving and critical thinking skills, especially under pressure.
- Exceptional communication and interpersonal skills, with a customer-oriented mindset.
- Relevant certifications like ITIL, CompTIA A+, Microsoft Certified are a plus.

  • IT Helpdesk

    4 days ago

    القاهرة, Egypt almentor Full time

    **About almentor**:Founded 2016 with a singular vision of empowering lifelong learning and personal growth for all, through accessible and impactful education, almentor became the leading online learning platform that offers a high-quality education to learners around the world. **Our Mission**:almentor is on a mission to increase accessibility to...

  • L2 Network Security Engineer

    2 weeks ago

    القاهرة, Egypt Orange Business Full time

    **Votre rôle**: Resolve service incidents by troubleshooting and solving faults reported through the Oceane ticketing system. Perform service changes by assessing risk and implementing requests reported through change management tools. Resolve service problems by performing Root Cause Analysis (RCA) and designing action plans for unknown errors reported...

  • Access Management

    1 week ago

    القاهرة, Egypt Orange Business Full time

    **Votre rôle**: Providing access to: - Orange Users on OBS Fusion ( prime,..etc.) modules. - Responsible for Audit/revue to be SOX compliant: - The CARM audit each half - The refsam audit once per year Responsible for all the communications between Orange & its International subsidiaries. **Votre profil**: - Very good command of English language -...

  • Procurement Assistant Analyst

    1 week ago

    القاهرة الجديدة, Egypt PepsiCo Full time

    Overview: PepsiCo has deployed the SAP/Ariba Procurement functionality to support the acquisition of indirects goods and services in PFNA, PBNA, LATAM, Europe, AMESA and APAC. The tool is branded **myBUY** and used by 10.000+ end users across 50+ countries, with a central team supporting the PR2PO (Purchase Requisition to Purchase Order) process._ _The...

  • Denodo Architect

    1 week ago

    القاهرة, Egypt NAIB IT Full time

    **Denodo Architect Job Description** **Requirements**: - Years of relevant Experience: 5+ years - Industry Experience: BFSI / Public - Location: Bahrain & onsite to Middle East Clients **Role Overview** **Key Responsibilities** 1. **Solution Architecture and Design**: - Design end-to-end data virtualization solutions using the Denodo Platform. - Define...

  • Senior Oracle Hcm Techno-functional Consultant

    35 minutes ago

    القاهرة, Egypt IT-RANKS Technology Full time

    **Key Responsibilities**: - Requirements Gathering: Collaborate with clients to understand their HR processes and system requirements for Oracle HCM EBS and Fusion. - Solution Design: Create functional designs and solution blueprints that meet client needs while adhering to Oracle HCM best practices. - Configuration: Configure Oracle HCM modules, including...

  • Senior Oracle Fusion Manufacturing and Maintenance

    35 minutes ago

    القاهرة, Egypt IT-RANKS Technology Full time

    Location: Egypt Work Type: Hybrid **Key Responsibilities**: - Lead the design, configuration, and implementation of Oracle Fusion Manufacturing and Maintenance modules. - Customize and optimize solutions based on business needs, ensuring high performance. - Collaborate with cross-functional teams to ensure seamless integration and provide training for end...

  • Customer Success Specialist-2

    1 week ago

    القاهرة, Egypt Shell Full time

    **Job Purpose**: This job sits within the Customer Operation Journey forming a critical part of the Customer Fulfilment Cycle. The Customer Success Specialist provides high quality frontline support to existing Shell Customers from Order to payment. Customer Operations Specialist drives proactive communications, value-adding interactions, and effective issue...