IT Team Lead

IT Team Lead

الوصف الوظيفي

Founded in 2018, MaxAB is a rapidly growing food and grocery B2B e-commerce and distribution platform that serves a network of traditional retailers (mom-and-pop stores) across the MENA region. Using proprietary technology, MaxAB offers a transformative pull-driven supply chain and a tech-product that empowers both traditional retailers and suppliers. MaxAB offers traditional retailers the simplicity of dealing with one supplier, transparent pricing, on-demand delivery, and a range of value-added and embedded finance solutions. Suppliers benefit from MaxAB’s end-to-end supply chain solutions and business intelligence tools that allow them to accurately predict, monitor, and control the impact of their strategies in real time.

Our MaxAB talent are dedicated to uphold the MaxAB culture and values all while continuing to grow and improve services for our clients. They are innovating new ways to help improve the quality of life of the Egyptian retailer and soon to other retailers globally.

If you are passionate about working hard to make an impact and innovate new solutions, MaxAB is looking for top talent.

We are looking for an experienced IT Team Lead to assist our team.

IT Team Lead responsibilities are:

● Drive, self-motivation, and the ability to work under own initiative

● Knowledge and understanding of best practice frameworks (such as ITIL & Service desk management) for the delivery of IT services

● Ability to manage service desk team & shifts

● Working accurately and confidently with service desk tools and technology

● Delivering a high level of customer service

● Oversee the day-to-day operations of the Technical Support Team.

● Act as a senior agent who will drive customer satisfaction through customer support.

● Provide direct supervision of the technical support staff which may include recruitment, evaluations, and disciplinary actions.

● Act as a mentor and provide oversight, coaching, and training to technical support staff

● Record and track team SLAs and workflows

● Provide support where needed for colleagues

● Assist in the creation of the team KPIs as well as monitor and report on results

● Monitor team performance and report on metrics

● Work to create any relevant support material for the team

● Implement any necessary preventive measures to reduce customer faults and issues

● Review all technical support related processes and documentation for continuous improvement

● Assist in the creation and implementation of customer self-service material and tools

● Evaluate and analyze support system case trends to prevent future issues

● IT Assets Inventory Management

Job Requirements

● Bachelor's Degree

● ITIL Expert (Preferred)

● MCSA & CCNA certification is a preferred

● Excellent verbal and written communication skills

● Excellent organizational skills with the ability to multi-task & manage the ticketing system

● 4 years of experience in supporting a range of IT applications, platforms, and technologies

● High sense of responsibility and ownership, acting like an owner in what you do.

● Exceptional communication and presentation skills

● Proven people management and leadership skills

● Love being the first line of support and troubleshooting issues

● Strong analytical skills to investigate and resolve customer support tickets

● Able to multi-task efficiently under time pressure

● Able to work with cutting edge technology and assimilate information rapidly

● Proven experience in managing service and support focused team culture

● Ability to maintain composure during a stressful situation

● Fluent in Arabic and English.

الوصف الوظيفي

تفاصيل الوظيفة

منطقة الوظيفة

القاهرة, مصر

قطاع الشركة

خدمات الدعم التجاري الأخرى

طبيعة عمل الشركة

غير محدد

نوع التوظيف

غير محدد

الراتب الشهري

غير محدد

عدد الوظائف الشاغرة

غير محدد

تفاصيل الوظيفة