Service Desk Lead
RayaCXVerified company
On-site — Cairo, Egypt
Pay
Not listed
Job type
Full-time · On-site
Hours
Flexible
Location
Cairo, Egypt
About the role
A full-time, permanent Service Desk Lead role based on-site in Cairo, managing service desk agents and escalated customer issues. It requires at least five years of support experience and two years in leadership, with a focus on performance metrics, procedures, and coaching.
What you'll do
- Lead and support a team of service desk agents
- Monitor response time, resolution rate, and customer satisfaction
- Develop and implement service desk procedures and policies
- Handle escalated customer inquiries and complaints
- Collaborate with other departments on recurring issues
- Conduct training and coaching sessions
- Prepare and present service desk performance reports
What you'll need
- Bachelor's degree in Computer Science or related field
- Minimum 5 years in service desk or customer support
- At least 2 years in a leadership position
- Exceptional communication and interpersonal skills
- Strong leadership and team management abilities
- Experience developing service desk procedures and policies
- Excellent problem-solving and decision-making skills
- Proficient in Microsoft Office and customer service software
Skills
Benefits
About RayaCX
RAYA Customer Experience (RayaCX) provides BPO and customer experience services for Fortune 1000 companies across North America, Europe, the Middle East and Africa. Since 2001 it has run contact centers in Egypt, including Cairo, 6th of October City, Alexandria, Assiut and Hurghada, with English, Arabic and multilingual teams. These roles are on-site.
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