IT Technical Support Lead

Grifols Egypt for Plasma Derivatives

The Technical Support Lead coordinates the Service Desk and Desk Side teams. The Team Lead oversees the tactical day-to-day functions of the department

Key responsibility

• Lead and manage a team of technical support specialists (Service Desk & Desk Side).
• Front-line point of escalation for immediate service needs or issues.
  - Dealing with difficult customers on the phone (e.g. irate customer)br/>- Assists technicians with difficult ticket issue (technical, procedural, etc.)br/>- Provides a resource for weekday/end support escalation of incidents (rotation schedule as needed defined by management)
• Ticket Queue Management
  - Monitors P1 Outage Queues (phone and tickets)br/>- Assigns Urgent Ticketsbr/>- Assigns aged open-idle tickets (same working day)br/>- Alters ticket priority as necessarybr/>- Monitors assigned tickets in individual queuesbr/>- Provides follow-up for tickets that were closed improperly (e.g. feedback emails, wiki updated and technician training)br/>- Serves as an escalation point for critical tickets (user requested escalation)
• phone Queue Management
  - Monitors Technician on ready/off ready phone statusbr/>- Ensures critical and high priority calls are answeredbr/>- Serves as contact for any Service Desk technical phone issues (triage resolution of Service Desk phone outages, technician queue changes, ivr, dropped calls, etc)
• Wiki Maintenance (Knowledge Base)
  - Owns Dispatch Guidebr/>- Creates Wiki pagesbr/>- Reviews and updates pages as needed
• Service Desk Reporting
  - Provide daily reportsbr/>- Provide ad-hoc reports (on an as needed basis)
• Outage Management
  - Coordinates with Service Desk and Desk Side teams to gather outage informationbr/>- Ensures Outage Notification is sent with correct informationbr/>- Acts as POC for Service Desk and Desk Side responsibilities during the outagebr/>- Ensures outage updates are sent in a timely mannerbr/>- Ensures any requests for contact or updates are acted uponbr/>- Ensures service restoration is verifiedbr/>- Provides valuable technical and organization knowledge
• New Employee Onboarding
  - Acts as a mentor for new employees/internsbr/>- Responsible for the requesting of all new accounts and accessesbr/>- Coordinates trainings according to the Technician Development Plan
• Technician Responsibilities (As Needed)
  - Handles critical and high priority ticketsbr/>- Handles critical and high priority calls