IT Service Desk Team Lead

About the role

RayaCX is looking for an experienced IT Service Desk Team Lead to manage a team of technicians and ensure fast, reliable support for internal and external customers. You will drive process improvements, mentor staff, and act as the escalation point for complex issues.

Key responsibilities

• Lead and supervise a team of IT service desk technicians.
• Ensure tickets are resolved promptly and meet service level targets.
• Monitor performance metrics such as response time, resolution rate, and customer satisfaction.
• Develop, document, and continuously improve service desk processes.
• Train and mentor team members to enhance technical and customer‑service skills.
• Collaborate with other IT groups to troubleshoot and resolve advanced problems.
• Communicate status updates to customers and gather feedback.
• Identify and implement process enhancements to improve the overall experience.
• Serve as the escalation point for high‑priority or complex incidents.
• Maintain accurate records of all service desk activities.

Required profile

• Bachelor’s degree in Computer Science, IT or a related field.
• At least 3 years of experience in an IT service desk role, with a minimum of 1 year in a leadership position.
• Strong knowledge of IT service desk processes and best practices.
• Excellent communication and customer‑service abilities.
• Proven track record of managing and motivating a technical team.
• Ability to multitask and prioritize in a fast‑paced environment.
• Effective problem‑solving and decision‑making skills.

Required skills

• ITIL (certification is a plus)

What we offer

• Full‑time permanent contract based in Cairo.
• Competitive salary and benefits package.
• Opportunities for professional growth and development.