IT Services Support Manager
Beyti
- القاهرة
- دائم
- دوام كامل
Providing a single point of contact (SPOC) to handle service inquiries, incidents, requests and events while ensuring relevant Service Level Agreements (SLAs) are being achieved and maintained within Beyti Head Office, Plant, existing and newly established distribution sites.Key Responsibilities / Tasks
- Assist in design and implement short- and long-term plans to ensure Beyti infrastructure meets existing and future capacity and capability requirements.
- Assist in the development of sourcing strategy and provides executive oversight for strategic vendor and partner relationship management.
- Co-ordinate and communicate with all other departments, colleagues, and senior staff to ensure business continuity.
- Co-ordinate and communicate with all other departments, colleagues, and senior staff to ensure business continuity.
- Co-ordinate in implementation plans that support best practice and the IT strategy.
- Developing the Service Management tool being used to drive innovative and fully automated workflows for services provided.
- Ensure that the IT Service Desk operates efficiently and effectively, providing technical support when necessary and responsible for IT Service Desk SLAs and dashboards.
- Ensuring opportunities for change are understood and exploited for the future benefit of the business.
- Improving communication with end users and other improvement areas via conducting regular customer satisfaction surveys.
- In-depth understanding of Service Management Framework principles and processes and the ability to apply the latest technical knowledge in project or programme activities.
- Leads the development of strategies and roadmap and ensures its integration with the overall IT and its strategic plans.
- Maintain Hardware Asset Register detailing Beyti IT assets used by Beyti users, and identify, analyze, and manage associated information risks.
- Maintain effective relationships with suppliers to secure best value for Beyti goods and services.
- Maintain effective relationships with suppliers to secure best value for Beyti goods and services.
- Maintains accurate IT asset inventory and assist in acquisition, deployment, support, and retiring of IT assets based on established IT life cycle management.
- Maintains currency on new technologies and platforms and provides direction on what emerging technologies should be assimilated, integrated and introduced.
- Participates in the assessment of external and internal technology capabilities required to achieve desired competitive positioning.
- Provide regular verbal and written reports to IT Infrastructure manager on service levels, dashboards, planned maintenance, issues and data.
- Participates in the assessment of external and internal technology capabilities required to achieve desired competitive positioning.
- Works with the IT business teams on the service and application catalogue.
Four (4) years or more of experience supporting, maintaining and administering Microsoft Windows, including latest Windows Server, MS Active Directory and troubleshooting techniques.
Two (2) years or more of experience administering a Microsoft Office 365. tenant account, including Exchange on-line and Azure AD.
Minimum three (3) years of experience managing a cloud-based. infrastructure using Amazon AWS or Microsoft Azure.Skills/QualificationsBusiness Analysis (IT Operations)Customer Service, Communication & Presentation skillsEnglish Language Fluency (Verbal & Written)Good knowledge of ticketing systemGood knowledge of various Windows environments, MS Active Directory, File & Print Servers, services automation, M365 including Outlook, Teams, Kaizala, Yammer, Planner, Forms and various remote support mechanismsITIL V4 certified is a plusProject management diploma and/or certificate.Service Management Framework knowledgeStaff Management & development skillsStrategic & Critical Thinking