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IT Service Delivery Manager

B.TECH
Nasr City, Cairo
Posted 2 months ago
303Applicants for1 open position
  • 46Viewed
  • 0In Consideration
  • 27Not Selected
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Job Details

Experience Needed:
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Job Description

  • o Manages and coordinates urgent and complicated support issues and requests to assure that users are provided efficient and timely first and second level support on a 7x24 basis
     
  • o Develop mature phone/ticket escalation processes to ensure free flowing escalation and information within B.Tech.
     
  • o Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
     
  • o Maintain a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels.
     
  • o Oversee Solutions repository to ensure that top quality solutions are available to the staff.
     
  • o Review surveys feedback to improve services, tools and support experience.
     
  • o Develop, implement, and maintain policies, processes and procedures for effective delivery of services and improvement Customer IT Support.
     
  • o Manage vendor relationships as it depends on daily operational needs to ensure that top quality solutions are available to the staff.
     
  • o Review Purchasing orders of service support tools and equipment in order not to exceed approved budget.
     
  • o Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.
     
  • o Manage, motivate, develop and assess Service Delivery team to improve team members’ performance level.

Job Requirements

  • Graduation: Bachelor degree in, Computer Science, Information technology or any of its equivalent Training: - Certificates: ITIL Certification is preferred.

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