Helpdesk Supervisor
Dokki, Giza
Helpdesk Supervisor
Dokki, GizaPosted 6 hours ago1 open position
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Job Description
The Help Desk Supervisor / L2 Support Specialist combines leadership and advanced technical expertise to manage the help desk team while providing Level 2 (L2) technical support for complex IT issues. This hybrid role ensures that the help desk operates efficiently, tickets are resolved within SLA timelines, and escalated technical challenges are addressed effectively.
As a key player in the IT department, the position balances team management, client communication, and technical troubleshooting to uphold KIT Consulting’s reputation for reliable IT services.
Responsibilities
- Team Supervision
- Monitor help desk operations and ensure all tickets are resolved within established SLAs.
- Manage team schedules, attendance, and task delegation to maintain consistent support coverage.
- Conduct regular performance reviews, mentor team members, and support professional development.
- L2 Technical Support
- Handle escalated Level 2 technical issues, including advanced troubleshooting of hardware, software, and network problems.
- Maintain post incident reports for all major IT incidents with all clients.
- Operational Management
- Oversee the ticketing system to ensure proper categorization, prioritization, and resolution of issues.
- Keep a clear planner for all team’s tasks outside of daily tickets handling, and make sure all timelines are met and/or updated according to the situation.
. 4. Proactive System Maintenance
- Monitor system performance and proactively address potential issues to prevent downtime.
- Participate in planning and executing IT infrastructure updates, migrations, and upgrades.
Skills and Competencies
- Leadership: Proven ability to manage and motivate a team while fostering a collaborative environment.
- Technical Expertise: Advanced knowledge of IT infrastructure, including operating systems, networking, and enterprise software.
- Troubleshooting: Strong diagnostic and problem-solving skills for resolving complex IT issues.
- Communication: Excellent interpersonal and client-facing skills for managing escalations and ensuring clarity.
- Organization: Exceptional task prioritization and time management abilities.
Job Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- 5-8 years of experience in the IT service field, demonstrating a strong technical background.
- Proven ability to manage high-end clients and deliver exceptional service.
- Excellent multitasking skills, capable of handling multiple accounts and priorities simultaneously.
- Team player with strong collaboration and communication skills.
- Certifications in relevant IT areas (e.g., ITIL, CompTIA, Microsoft) are a plus.
