IT service desk team lead
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| Company Name | Raya CX |
| Company Type | Private |
| Job Type | Full-Time |
| Salary Range | Market Competitive |
| Location | Cairo, Cairo, Egypt |
| Qualifications | None / No Formal Education |
| Experience | 5 Year+ |
Job Overview
Raya CX is looking for an experienced IT Service Desk Team Lead to manage and optimize its service desk operations in Cairo, Egypt. This full-time role involves leading a team to provide excellent technical support and customer experience to clients.
Company Overview
RAYA Customer Experience provides next-generation BPO and customer experience management on behalf of clients across various industries. RAYA CX has been the preferred partner for customer service, technical support, and global services for Fortune 1000 companies across North America, Europe, the Middle East, and Africa, since 2001. Delivering from highly skilled labor markets, RAYA CX provides an array of integrated business process outsourcing solutions supported by advanced technology, robust strategies, continuous improvement, and innovation.
Quick Details
- Salary Range: Market Competitive
- Job Type: Full-time
- Experience: 5 Year+
- Qualifications: None / Open to all applicants
Key Responsibilities
- Lead, mentor, and motivate a team of IT service desk technicians.
- Ensure the delivery of high-quality technical support and customer satisfaction.
- Oversee daily service desk operations, including incident, problem, and request management.
- Monitor team performance against KPIs and implement strategies for continuous improvement.
- Collaborate with other IT teams to escalate and resolve complex technical issues.
- Develop and maintain service desk procedures, knowledge base articles, and documentation.
Requirements
- Minimum of 5 years of experience in IT service desk or technical support, with at least 2 years in a leadership role.
- Strong understanding of IT service management principles and best practices (e.g., ITIL).
- Excellent communication, interpersonal, and problem-solving skills.
- Demonstrated ability to lead and develop a technical support team.
- Proficiency with IT Service Management (ITSM) software and tools.
- Customer-centric mindset with a focus on delivering exceptional service.
Benefits
- Opportunity to lead a dynamic and essential IT service desk team.
- Work with a leading global BPO and customer experience management company.
- Professional development and career advancement opportunities.
- Competitive compensation and benefits package.
- Engaging and supportive work environment.
- Exposure to diverse international clients and cutting-edge technologies.