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Helpdesk Supervisor

Helpdesk Supervisor

KIT ConsultingGiza, EG
17 days ago
Job description

The Help Desk Supervisor / L2 Support Specialist combines leadership and advanced technical expertise to manage the help desk team while providing Level 2 (L2) technical support for complex IT issues. This hybrid role ensures that the help desk operates efficiently, tickets are resolved within SLA timelines, and escalated technical challenges are addressed effectively.

As a key player in the IT department, the position balances team management, client communication, and technical troubleshooting to uphold KIT Consulting’s reputation for reliable IT services.

Responsibilities

  • Team Supervision Monitor help desk operations and ensure all tickets are resolved within established SLAs.Manage team schedules, attendance, and task delegation to maintain consistent support coverage.Conduct regular performance reviews, mentor team members, and support professional development.
  • L2 Technical Support Handle escalated Level 2 technical issues, including advanced troubleshooting of hardware, software, and network problems.Maintain post incident reports for all major IT incidents with all clients.
  • Operational Management Oversee the ticketing system to ensure proper categorization, prioritization, and resolution of issues.Keep a clear planner for all team’s tasks outside of daily tickets handling, and make sure all timelines are met and / or updated according to the situation.

4. Proactive System Maintenance

  • Monitor system performance and proactively address potential issues to prevent downtime.
  • Participate in planning and executing IT infrastructure updates, migrations, and upgrades.

    • Skills and Competencies

  • Leadership : Proven ability to manage and motivate a team while fostering a collaborative environment.
  • Technical Expertise : Advanced knowledge of IT infrastructure, including operating systems, networking, and enterprise software.
  • Troubleshooting : Strong diagnostic and problem-solving skills for resolving complex IT issues.
  • Communication : Excellent interpersonal and client-facing skills for managing escalations and ensuring clarity.
  • Organization : Exceptional task prioritization and time management abilities.
  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • 5-8 years of experience in the IT service field, demonstrating a strong technical background.
  • Proven ability to manage high-end clients and deliver exceptional service.
  • Excellent multitasking skills, capable of handling multiple accounts and priorities simultaneously.
  • Team player with strong collaboration and communication skills.
  • Certifications in relevant IT areas (e.g., ITIL, CompTIA, Microsoft) are a plus.
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    Supervisor • Giza, EG