, Permanent Position: IT Service Desk Team Lead Company Overview: Raya CX is a leading customer experience management company based in Cairo, Egypt. We provide innovative solutions and services to help businesses improve their customer interactions and overall customer satisfaction. Our team is made up of talented and dedicated individuals who are passionate about delivering exceptional customer experiences. Job Description: We are seeking an experienced IT Service Desk Team Lead to join our growing team. In this role, you will be responsible for managing and leading a team of IT service desk technicians to ensure the timely resolution of technical issues and excellent customer service delivery. You will also be responsible for maintaining and improving our IT service desk processes and procedures. Key Responsibilities: - Manage and lead a team of IT service desk technicians to provide technical support to internal and external customers. - Ensure that all IT service desk tickets are resolved in a timely and efficient manner. - Monitor and track team performance, including response times, resolution rates, and customer satisfaction. - Develop and maintain IT service desk processes and procedures to ensure efficient and effective service delivery. - Train and mentor team members to improve technical skills and customer service abilities. - Collaborate with other IT teams to identify and resolve complex technical issues. - Communicate with customers to provide updates and gather feedback on service desk performance. - Identify opportunities for process improvements and implement changes to enhance the customer experience. - Act as a point of escalation for complex or high-priority issues. - Maintain accurate records and documentation of service desk activities. Qualifications: - Bachelor's degree in Computer Science, Information Technology, or a related field. - Minimum of 3 years of experience in a similar role, with at least 1 year in a leadership position. - Strong technical knowledge and experience with IT service desk processes and procedures. - Excellent communication and customer service skills. - Proven experience in managing and motivating a team. - Ability to multitask and prioritize in a fast-paced environment. - Strong problem-solving and decision-making skills. - ITIL certification is a plus. Working Conditions: This is a full-time, permanent position based in our office in Cairo, Egypt. The standard working hours are from 9:00 am to 5:00 pm, Sunday to Thursday. However, flexibility may be required to meet business needs. The salary and benefits package will be competitive and commensurate with experience. If you are a motivated and experienced IT professional looking for a challenging and rewarding opportunity, we encourage you to apply for this role. Join our team at Raya CX and be a part of our mission to deliver exceptional customer experiences.