Help Desk Section Head
Ameria, Alexandria
Help Desk Section Head
Ameria, Alexandriaposted 1 month ago37Applicants for1 open position
- 16Viewed
- 10In Consideration
- 0Not Selected
Job Details
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Job Description
- Lead and manage the Help Desk section, including team supervision, task delegation, and performance evaluation.
- Act as the final escalation point for complex or unresolved technical issues.
- Ensure timely and effective resolution of IT support requests according to SLAs.
- Monitor and improve help desk performance through metrics like response time, first-call resolution, and user satisfaction.
- Develop and implement training programs to enhance team capabilities.
- Oversee budget planning and approve purchases for support tools, hardware, and training.
- Coordinate with internal departments, vendors, and third-party support providers to ensure high-quality service delivery.
Job Requirements
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- 5–8 years of progressive experience in IT support, with at least 1–2 years in a supervisory or section leadership role.
- Relevant certifications (e.g., CompTIA A+, ITIL, HDI) are an advantage.
- Strong technical expertise in hardware, software, and networking support.
- Excellent leadership, communication, and customer service skills.
- Ability to drive improvements, manage team development, and handle resource allocation.