IT Team Lead

Founded in 2018, MaxAB is a rapidly growing food and grocery B2B e-commerce and distribution platform that serves a network of traditional retailers (mom-and-pop stores) across the MENA region. Using proprietary technology, MaxAB offers a transformative pull-driven supply chain and a tech-product that empowers both traditional retailers and suppliers. MaxAB offers traditional retailers the simplicity of dealing with one supplier, transparent pricing, on-demand delivery, and a range of value-added and embedded finance solutions. Suppliers benefit from MaxAB’s end-to-end supply chain solutions and business intelligence tools that allow them to accurately predict, monitor, and control the impact of their strategies in real time.

Our MaxAB talent are dedicated to uphold the MaxAB culture and values all while continuing to grow and improve services for our clients. They are innovating new ways to help improve the quality of life of the Egyptian retailer and soon to other retailers globally.

If you are passionate about working hard to make an impact and innovate new solutions, MaxAB is looking for top talent.

Responsibilities

• Drive, self-motivation, and the ability to work independently
• Knowledge and understanding of best practice frameworks (such as ITIL and service desk management) for the delivery of IT services
• Ability to manage the service desk team and
• Working accurately and confidently with service desk tools and technology
• Delivering a high level of customer service
• Oversee the day-to-day operations of the Technical Support
• Act as a senior agent who will drive customer satisfaction through customer
• Provide direct supervision of the technical support staff, which may include recruitment, evaluations, and disciplinary
• Act as a mentor and provide oversight, coaching, and training for technical support.
• Record and track team SLAs and workflows.
• Assist in the creation of the team KPIs, as well as monitor and report on
• Monitor team performance and report on metrics.
• Work to create any relevant support material for the
• Implement any necessary preventive measures to reduce customer faults and
• Review all technical support-related processes and documentation for continuous
• Assist in the creation and implementation of customer self-service material and
• Evaluate and analyze support system case trends to prevent future
• IT Assets Inventory Management
  
  

Requirements

• Bachelor's Degree
• ITIL Expert (Preferred)
• MCSA and CCNA certifications are preferred.
• Excellent organizational skills with the ability to multi-task and manage the ticketing system
• 4 years of experience in supporting a range of IT applications, platforms, and technologies
• Exceptional communication and presentation skills
• Proven people management and leadership skills
• Strong analytical skills to investigate and resolve customer support tickets
• Able to work with cutting-edge technology and assimilate information rapidly
• Proven experience in managing service and supporting a focused team culture