Head of OCD Service Desk
- القاهرة
- دائم
- دوام كامل
- Ensure execution and achievement of OCD business and operational objectives.
- Operational Management
- Oversee day-to-day operations of OCD SD Team, ensuring timely and efficient issue resolution.
- Manage and monitor ticket queues to ensure SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) are met or exceeded.
- Develop and enforce standard operating procedures for incident and request management.
- Regularly review and improve processes to enhance efficiency and user satisfaction
- Team Leadership and Management
- Recruit, train, mentor, and supervise service desk staff,
- Conduct performance reviews by setting clear and measurable objectives for them and provide coaching and constructive feedback to achieve their business and operational objectives.
- Foster a positive team environment and address conflicts or challenges.
- Ensure team members are equipped with up-to-date knowledge and skills, including training on new tools or systems.
- Customer Support and Relationship Management
- Take ownership of escalated customers' critical and strategic problems. Manage efficient resolution of customer's issues and complaints and ensure follow-through to conclusion.
- Communicate effectively with customers and stakeholders, providing updates on critical incidents or major outages.
- Build and drive customer-focused and quality-centric culture within the teams to ensure operational excellence, and maximum customer's satisfaction.
- Collect and analyze feedback to identify areas for improvement in service delivery
- Incident and Problem Management
- Oversee the incident management process, ensuring incidents are logged, prioritized, and resolved efficiently.
- Lead root cause analysis for recurring issues and work towards permanent solutions.
- Coordinate with other resolution groups to resolve complex or cross-departmental issues.
- Reporting and Metrics
- Generate regular reports on Service Desk performance, including SLA compliance, ticket trends, and team productivity.
- Analyze data to identify patterns and recommend improvements in processes or resource allocation.
- Present reports and insights to senior management, making data-driven recommendations.
- Resource and Capacity Planning
- Plan and allocate resources and skillsets to meet demand, including staffing for peak periods.
- Manage budgets for the service desk, including tools, training, and staffing costs
- Ensure adequate coverage for 24/7 support operations.
- Collaboration and Stakeholder Management:
- Collaborate with other operations teams across the support chain (L2,L3), to ensure seamless support.
- Reinforce collaboration with other organization units and verticals (OCD,OB/GDO/CSU, ….) to improve business and customer operations end-to-end.
- Continuous Improvement
- Drive initiatives to develop, plan, and implement, programs, policies, and workflow changes to maximize services quality, efficiency, such as automation or self-service options.
- To keep up to date with emerging security trends, threats, best practices, and standards (internal and external), regulations, and security enhancing technologies.
- Identify and mitigate risks in service delivery, ensuring business continuity
- Compliance and Governance
- Ensure adherence to organizational policies, industry standards, and regulatory requirements.
- Manage security and confidentiality of customer and organizational data.
- Conduct audits and reviews to ensure compliance with IT governance practices.
- Any other duties and responsibilities commensurate with this role.
- Computer, Comm., or Electronics B. Eng, B.Sc. degree.
- Relevant professional accreditation in security management, IT Service Management ,operations management, and business management will be strongly considered.
- Technical Knowledge :
- Knowledge of IT systems, networks, software, and hardware commonly used in the industry.
- Familiarity with frameworks like ITIL (Information Technology Infrastructure Library).
- Expertise in diagnosing and resolving IT issues and understanding escalation protocols.
- Proficiency in service management tools (e.g., ServiceNow, ..).
- Leadership and people management skills, with strong coaching skills and a passion for developing and leading high-performance teams.
- Strong customer focus, able to respond quickly and effectively to customers' issues and opportunities, and able to adapt to a fast-changing customer landscape and challenges.
- Sound Decision-making capabilities. Ability to quickly solve the problems, make decisions under pressure and take responsibility for the outcome.
- Analytical and Problem-Solving Skills.
- Strategic Thinking: Plan for future challenges and opportunities in IT service delivery.
- Strong focus on delivering results, ability to think out of the box and beyond your typical area of responsibility and help to solve problems across departments and business verticals.
- Experience working with virtual and remote team members and stakeholders in large multinational organizations.
- Effective communication skills at all levels.
- Excellent organizational and time management skills.
- Excellent verbal and written English language skills,
- French language is a strong Plus.