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Job Description
- Directs and manages the day-to-day operations and functions at the Technical Help Desk and Technology Service and Support (TSS).
- Acts as a liaison with management in the development and maintenance of systems procedures.
- Collaborates with key stakeholders, as well as business partners to develop and implement technology solutions.
- Responsible for ensuring optimal performance of IT Services Division team staff and the various products and services they support via the Help Desk from Alexandria Logistic Center.
- Continuously improve Help Desk processes including Incident, Problem, and Knowledge Management.
- 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
- Build/obtain (from other departments) training material for support staff
- Assist with Management in Interviewing and Hiring of Remote and on-property support technicians
- Train, Coach and Mentor Support Specialists
Job Requirements
- Job Requirements :
- Bachelor’ degree (Computer Engineering is a must).
- More than 5 years of Total Experience in the IT Field (min 3 in a similar Position), including (software, hardware, network administration, configuration, installation, troubleshooting, Operating Systems, routing and switching, virtual machines, Database, API’s, Servers, Firewalls, Integrated Technologies, Web Design, and Development, Programming, Testing, Documentation, Quality, Backup, Project Management).
- Excellent Communication Skills.
- Very Good English Level at least.
- Males Only.
- Reporting Skills
