Senior Helpdesk Specialist

This is a fully remote position, open to applicants in Egypt.

📋 Description

• Lead and manage the daily operations of the helpdesk, which includes overseeing ticket management, distributing workloads, and coordinating the team to ensure seamless support.

• Act as the main escalation point for intricate and high-priority incidents, ensuring that resolutions are delivered promptly in accordance with service level agreements (SLAs).

• Track and evaluate helpdesk performance metrics, such as SLA compliance, resolution times, and service quality, driving efforts for continuous enhancement.

• Establish and nurture strong relationships with clients, serving as the primary contact and managing escalations as well as the onboarding process for new customers.

• Train, mentor, and assist helpdesk team members while ensuring the maintenance of knowledge base documentation and fostering a culture of knowledge sharing.

⛳️ Requirements

• A Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).

• 4 to 6 years of experience in helpdesk or technical support, ideally within a SaaS or enterprise software context.

• Demonstrated experience in managing escalations and serving in a senior or lead role within a helpdesk team.

• Experience in managing customer relationships and facilitating the onboarding of clients into a support role.

• Previous experience in mentoring or guiding team members.

• Strong hands-on experience with helpdesk operations across SaaS platforms and systems.

• Proficiency with helpdesk/ITSM tools.

• Knowledge of cloud/SaaS support models, user management, and system configurations.

• Familiarity with the ITIL framework, particularly in incident, problem, and knowledge management.

🏝️ Benefits

• Competitive salary

• Flexible working hours

• Professional development budget

• Home office setup allowance

• Global team events