Support Manager

b_labs is the transformation and digitization arm of B.TECH, on a mission to change the industry as we know it. We spearhead tech innovation at B.TECH, an organization that has been a cornerstone of the Egyptian retail industry. We are the engine powering B.TECH in achieving its goal of becoming the leading omni-channel platform for consumer electronics and appliances in Egypt. By joining b labs, you will get to benefit from a collaborative startup environment, while also enjoying the stability of working within a company that has achieved strong growth year after year. You will be part of a visionary, customer-focused team with an ambitious mission--to become a trailblazer for digital retail within the Middle East.

We are excited to announce an opening for a dynamic and experienced Support Manager to lead our service desk team. The perfect candidate will bring a solid background in IT support, a genuine passion for customer service, and a proven track record in enhancing processes and nurturing team growth.

In your role as Support Manager, you'll be at the helm of delivering exceptional IT support services across our organization. You'll oversee a talented team of support professionals, offering guidance, mentorship, and training to elevate their skills and potential. Your expertise will be crucial in streamlining support processes, boosting service levels, and ensuring our customers' satisfaction.

This is a rewarding and exciting opportunity for a talented individual eager to make a meaningful difference within our organization.

Requirements

Key Responsibilities:

• Lead and optimize IT service delivery processes, ensuring alignment with ITIL best practices.
• Supervise the service desk and incident management to ensure swift resolution of IT issues.
• Establish and uphold service level agreements (SLAs) with clients.
• Track and present key performance indicators (KPIs) related to service delivery.
• Drive continuous process enhancements to elevate service quality.
• Nurture vendor relationships and manage IT service contracts effectively.
• Inspire and guide IT teams, fostering an environment of ongoing improvement.
• Work in partnership with IT teams to ensure smooth service integration.
• Conduct thorough service reviews and integrate feedback for advancements.
• Oversee the IT service catalog to ensure it meets business requirements.
• Manage change initiatives to reduce potential disruptions.
• Formulate IT service continuity and disaster recovery strategies.

Technical Skills:

• Expertise in ITIL practices and ITSM tools.
• Proficient in Windows Servers, VMware, and various cloud platforms including AWS and Azure.
• Hands-on experience with Active Directory, Exchange, Office 365, and overall IT infrastructure.
• Understanding of networking concepts, including DNS, DHCP, and security protocols.
• Configuration Management: Skilled in using SCCM for software deployment and compliance management.
• Asset Management: Experienced in managing IT assets through SCCM and other advanced tools.

Qualifications:

• Bachelor's degree in Computer Science, IT, or a related discipline.
• Minimum 5 years' experience in IT service management, with at least 3 years in a leadership role.
• ITIL v4 Foundation certification is essential; advanced certifications are a plus.
• Deep knowledge of ITSM tools along with project management capabilities.
• A proven history of enhancing service delivery and boosting customer satisfaction.
• Exceptional analytical, problem-solving, and communication abilities.
• Familiarity with cloud services and contemporary IT infrastructure.

Preferred Qualifications:

• Master's degree in Business Administration or IT Management.
• Experience with agile methodologies and DevOps practices.
• Awareness of information security standards, such as ISO 27001.

Benefits

Office environment: When you come to our b_labs office, you'll find creative workspaces, a well-equipped kitchen, and an open design to foster collaboration between teams.

Flexibility: You know best whether you want to work from home or in the office. However, if you want to join your teammates onsite, we will subsidize the costs for lunch to foster the b_labs office community

Equipment: From "Day 1" you will receive all the equipment you need be successful at work. Therefore, you can choose your laptop and get all the tools you need to stay on top of your game.