MAHMOUD ABDELTAWAB ABDALLAH ABDELSAMEA

It Support ManagerFull Time

• Job Details:Managing the technical support department’s day to day functions to provide first class support Implementing customer support processes to enhance customer satisfaction I Set clear objectives, evaluate progress and maintain a high-performance culture with focus on teamwork, service excellence and ownership for resolving customer issues I Set clear KPIs for the team on a monthly basis I Assessing support statistics and preparing detailed reports on the findings I Delivering performance evaluations and following the disciplinary process according to the company’s policy Manage the team and individual performance, along with the technical and soft skills development I Encourage open communication between team members. Cascade business objectives and targets to the team I Review daily priorities and take appropriate action to ensure results are achieved I Remain aware of new product developments providing input and tactical direction to the business on the customer service and support challenges I Ensure high quality, up-to-date documentation for all service arrangements