الوظائف / وظائف مديرين / Technical Support Manager
Alnafitha IT -
مصر , القاهرة
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Alnafitha IT
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تفاصيل الوظيفة

​ clients' expectations.



RequirementsBusiness Overview:

Alnafitha IT is a leading independent provider of IT services and solutions in Saudi Arabia, founded in 1993.
As a fully Saudi-owned company, we have established ourselves from a startup business to a market leader, offering a comprehensive range of IT solutions tailored to meet the unique requirements of our clients.
Our expertise spans across various domains, including Microsoft, AWS, ManageEngine, and Zoho Solutions, ensuring that we deliver strategic IT solutions that drive digital transformation and operational excellence to our clients.
With over 30 years of experience, Alnafitha IT has successfully completed more than 4,000 projects, serving over 3,000 satisfied customers, and collaborating with 65+ partners.
Our commitment to excellence is evident in our customer-centric approach, which emphasizes engagement, collaboration, and a relentless pursuit of quality in every interaction
Our vision is to be the Kingdom's most customer-centric provider for digital transformation and consultation, fostering innovation and excellence in all our solutions. We are dedicated to optimizing operational efficiency and ensuring effective resource utilization to enhance customer satisfaction and profitability
At Alnafitha IT, we believe in empowering our employees and nurturing their growth, which is essential for driving leadership in technology and customer satisfaction. As we continue to expand our presence in the IT landscape, we remain committed to delivering cutting-edge solutions that not only meet but exceed our clients' expectations.
Job Summary/Objective
The Technical Support Manager is responsible for overseeing the daily operations of the
technical support team as well as participating as an active member of the team.
As a team leader, this position will partner with customer success and business development to
deliver exceptional support to customers through phone, email and chat. This team member
will be expected to lead by example, organize work, build reports, handle escalations, and help
with ad hoc projects, and training
Key Responsibilities:
• Team Leadership and Development
• Oversee the day-to-day operations of the Technical Support Team from senior
technical leaders to junior staff to ensure effective knowledge transfer within the
team
• Provide mentorship, coaching, and training to enhance team skills and knowledge
and provide personalized guidance and foster professional growth
• Arrange and oversee shift scheduling to maintain adequate resource coverage,
optimize workload and ensure uninterrupted service delivery
• Manage recruitment, performance evaluations, and disciplinary actions for staff to
evaluate achievements, identify development needs, and align individual goals with
organizational objectives
• Customer Satisfaction Management
• Act as a senior agent driving customer satisfaction through effective support.
• Ensure all customer inquiries and issues are resolved accurately and professionally.
• Serve as the primary point of contact for technical VIP cases or executive escalations
to protect critical relationships and maintain trust with high-value clients by resolving
high impact issues quickly and effectively
• Attend escalation meetings and follow up on outcomes to ensure all escalation
resolutions are implemented, preventing recurrence and improving customer
experience
• Operational Oversight
• Record, track, and report on team service level agreements (SLAs) and workflows to
ensure service commitments are met or exceeded, ensuring customer satisfaction
and compliance
• Plan for customer support load distribution to anticipate demand fluctuations,
optimize staffing levels and maintain consistent service quality
• Follow up on technical account manager’s tasks to ensure account specific
deliverables are on track, issues are addressed, and customer expectations are met
• Serve as the escalation point for outsourcing operations issues to address high
priority or unresolved issues swiftly and minimize service disruptions
• Track customers’ status for invoicing and renewals to ensure accurate billing, timely
renewals, and sustained revenue flow from support contracts
• Support Coordination and Onboarding
• Provide support for both internal and external customers, managing incoming
technical inquiries.
• Facilitate the onboarding process for new team members to ensure effective
integration.
• KPI Development and Monitoring
• Assist in the creation and monitoring of team key performance indicators (KPIs).
• Analyze support system case trends to identify areas for improvement and prevent
future issues.
• Process Improvement and Documentation
• Review and enhance technical support processes and documentation to streamline
processes, eliminate bottlenecks and increase overall service delivery speed & quality
• Create relevant support materials and self-service tools for customers and staff
• Enable digital transformation and automation to reduce manual effort, improve
consistency and increase operational efficiency through technology adoption
• Feedback and Communication
• Establish a feedback loop for staff and customers on resolved and ongoing issues.
• Implement preventive measures to minimize customer faults and issues proactively.


BenefitsQualifications 

- Education: Bachelor’s degree in computer science or equivalent.
- Experience: 12+ years’ experience in Microsoft technologies in one or more of the
following: (Microsoft: Active Director, Microsoft Azure and AWS, Microsoft Exchange,
Skype for Business, Teams, SCCM, SCOM, VMM, MOM, OMS, Intune, Microsoft
SharePoint)
- Experience with migration of Exchange customers to Office 365 and end to end support
and troubleshooting experience of Exchange Online and Office 365 Hybrid solutions.
- Additional skills in Exchange Online Protection, Antigen/Forefront Protection for
Exchange.
- Experience in AD Security (ATA, AD backup and recovery, security practices and AD
health check)
- Knowledge in Microsoft Server features (ADFS – DFS – RMS – WSUS – WDS – CA – IIS).
- Knowledge in Virtualization (Microsoft Hyper-V, VMWare).

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