Service Desk Team Lead at DP World

Suez, Suez, Egypt -

Full Time

Start Date

Immediate

Expiry Date

17 Jan, 26

Salary

0.0

Posted On

19 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Service Desk Management, ITIL, Technical Support, Customer Service, Process Improvement, Team Leadership, Analytical Skills, Problem-Solving Skills, Communication Skills, Training Skills, Network Infrastructure, ITSM Applications, Coaching, Mentoring, Collaboration, Documentation

Industry

Logistics;Transportation;Supply Chain and Storage

Description

KEY ACCOUNTABILITIES Lead the IT Service Desk team to ensure efficient and effective service delivery Ensure compliance with ITIL best practices and company policies Develop and maintain relationships with internal stakeholders, including IT teams and business units Provide technical support and guidance to team members Lead the day-to-day operations of the service desk Ensure seamless technical support Guide the service desk team Drive exceptional customer service Optimizing processes to reduce ticket volume and improve resolution rates Monitor closely ticket metrics (response times, resolution rates, and SLA adherence) to identify areas for improvement Provide diagnostic and troubleshooting support to customers Coordinate effectively with the IT teams for prompt issue resolution Act as a point of escalation to ensure that complex and critical issues are resolved in a timely and effective manner Service Management Ensure the service desk team is providing excellent customer service and meeting service level agreements (SLAs). Manage incident, problem, and change management processes. Ensure compliance with IT service management frameworks (e.g., ITIL). Team Leadership: Lead and manage a team of IT service desk technicians, providing guidance, coaching, and mentoring. Develop and implement team performance metrics and goals. Foster a positive and productive team culture. Process Improvement: Identify areas for process improvement and implement changes to increase efficiency and effectiveness. Develop and maintain process documentation and training materials. Collaborate with other IT teams to ensure seamless integration and communication. Communication and Collaboration: Communicate effectively with customers, stakeholders, and other IT teams. Collaborate with other IT teams to ensure seamless integration and communication. Develop and maintain relationships with vendors and partners. QUALIFICATIONS, EXPERIENCE AND SKILLS Qualification and Certificates: Bachelor’s degree in Communication Engineer, computer science or related field ITIL Foundation Experience and Knowledge: 5:7 years of experience in IT Service Desk Management Strong understanding of computer network infrastructure. Familiarity with network monitoring solutions. Deep understanding of ITSM applications Skills and Abilities: V. Good English language skills V. Good analytical and problem-solving skills. V. Good communication and Training skills for training and assisting users Able to work in dynamic environment Adapt with any change Strong leadership skills Ability to work in a fast-paced environment and prioritize multiple tasks Able to lead a team to achieve IT KPIs and maintain high standards

Responsibilities

Lead the IT Service Desk team to ensure efficient service delivery and compliance with ITIL best practices. Monitor ticket metrics and provide technical support to team members while driving exceptional customer service.