Service Desk Team Lead

Job Overview

ZainTECH is seeking a dedicated Service Desk Team Lead to join their team in New Cairo, Cairo, Egypt. This role involves overseeing and guiding service desk operations, ensuring high-quality technical support and customer satisfaction. You will be responsible for managing a team, optimizing processes, and contributing to the overall efficiency of IT services within a leading regional integrated digital solutions provider.

Company Overview

ZainTECH is a regional integrated digital solutions provider, unifying Zain Group’s ICT assets to offer a unique value proposition of comprehensive digital solutions and services under one roof. The company is positioned to drive the transformation of enterprise and government customers in the MENA region by providing a center of excellence and managed solutions across the ICT stack, including cloud, cybersecurity, modern infrastructure, big data, IoT, AI, smart cities, drones and robotics, and emerging technologies. ZainTECH leverages Zain’s global reach, unique regional footprint, and infrastructure across its operations in Kuwait, Saudi Arabia, Bahrain, Jordan, Iraq, and the United Arab Emirates, as well as in other key markets in the Middle East. ZainTECH forms a key pillar in the evolution of Zain’s core telecom business to maximize value and build on the company’s many strengths to selectively create and invest in growth verticals beyond standard mobile services. This ultimately supports Zain’s vision of becoming a leading ICT and digital lifestyle provider.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: Bachelor’s Degree
• Experience: 5 Year+

Key Responsibilities

• Lead and manage the service desk team, ensuring efficient operations and high service quality.
• Provide technical support and guidance to resolve complex IT issues.
• Monitor service desk performance metrics and implement improvements.
• Develop and maintain service desk procedures and documentation.
• Train and mentor team members to enhance their technical skills and customer service.
• Collaborate with other IT teams to escalate and resolve incidents effectively.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Proven experience in a service desk environment, with at least 5 years in a leadership role.
• Strong understanding of ITIL frameworks and best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to manage a diverse team and handle high-pressure situations.
• Proficiency in service desk software and remote support tools.

Benefits

• Competitive salary and benefits package.
• Opportunities for professional growth and career advancement within ZainTECH.
• Work in a dynamic and innovative technology-driven environment.
• Exposure to cutting-edge digital solutions and emerging technologies.
• Collaborative and supportive team culture.
• Contribution to transforming enterprise and government digital landscapes in MENA.