| Job Location | Cairo - Egypt |
| Education | Any Graduation. |
| Salary | Not Mentioned |
| Industry | IT - Software Services |
| Functional Area | Not Mentioned |
about the role1- Leadership-Leadership and coaching-Provide day-to-day guidance and mentoring to new and existing staff.-Follow up on the team KPIs ensure meeting the targets.-Act as management escalation point for the business users and ensures that SLA target/KPIs are met.-Delegate tasks and set deadlines.-Discover , gather and request training needs for team members2- Monitoring and Auditing-Review escalated/major incidents ensuring customer satisfaction.-Identify areas of improvement within the team or interlocks & propose/create improvement plan.-Contribute with the management in team members performance review preparation.-Interact with Business Users on regular intervals and, based on the experience, participate and promote the improvement of the processes.3- New Joiners Process-Participate with the management in the hiring process of two different teams (20+ members).-Create and follow up on a detailed ramp up plan for new comers to the team.-Screening and Interviewing to provide the Service Desk Manager a shortlisted candidates for each new/replacement job4- Reporting-Calculate and generate team productivity report (Scorecard).-Biweekly reporting and monthly business review generation.-Participate with the management Service delivery managers and Incident managers in the quality audit tasks and reporting.5- Resource Management-Create and Follow up on the shift plan and make sure enough resources to handle daily activities.-Recognize high performance and reward accomplishments.-Motivate team members.6- Communication and Interlocks-Lead and contribute in transversal projects and tasks.-Lead investigation (if possible for SD) & communication for major outages.-Main SPOC for communications with all stakeholders.Undertake any other reasonable task assigned by management
Keyskills :
Service Desk Team Leader - Orange Cloud for Business
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