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Intelenet Global SerLLCvices FZ
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Operations Manager / Help Desk Manager

Job Description and Requirements

• Holding at a minimum, a bachelor’s degree in Computer Science, Management Information Systems, or a related discipline.
• Certified as a Help Desk Institute-Support Center Manager (HDI-SCM) or equivalent.
• Holding a certificate of Information Technology Infrastructure Library (ITIL) foundation.
• Having 7 years of experience in the IT help desk industry, of which at least 3 years were specialized as a Help Desk Supervisor.
• Having excellent presentation skills.
• Having excellent technical skills related to networks and computer troubleshooting.
• Fluent in spoken and written English and Arabic, sufficient enough to understand, create, and evaluate procedures, design documents, and presentations.

MAIN DUTIES:
• To manage the IT Help Desk Call Center based on the mutually agreed contract between the company and its client.
• To look after the operations and make sure all the SLA perimeters are met according to the contractual obligations.
• To monitor the KPIs and implement any corrective and preventive actions to keep them within the agreed limits.
• To Monitor agents’ activities and performance and providing coaching sessions.
• To Improve Agents’ qualifications by providing training and guidance.