Director of Help Desk – Ministry of Agriculture

About the role

The Director of the Help Desk at the Ministry of Agriculture in Dokki oversees daily operations, ensuring high‑quality service to internal and external stakeholders. This full‑time, on‑site position is based in Cairo for a 7‑month assignment.

Key responsibilities

• Manage help desk staff, set priorities, and monitor performance against service standards.
• Coordinate responses to inquiries, resolve escalated issues, and maintain communication with relevant departments.
• Analyze recurring problems, recommend process improvements, and prepare regular reports on service metrics and stakeholder feedback.
• Contribute to short‑term planning, aligning help desk activities with the Ministry’s goals and compliance requirements.

Required profile

• Strong leadership and team‑management experience, preferably supervising service or support teams.
• Proficiency in customer service and stakeholder management, including handling escalated cases and conflict resolution.
• Solid organizational and coordination abilities with experience in workflow planning and process improvement.
• Effective communication in English and Arabic, both written and verbal.
• Experience in public administration, agriculture, or a related sector is highly beneficial.
• Bachelor’s degree in management, public administration, agriculture, or equivalent professional experience.

Required skills

• Analytical skills for monitoring service quality, preparing reports, and supporting data‑driven decisions.
• Ability to work on‑site in Cairo and commit to a 7‑month full‑time assignment.