Job Details
Sabal Holding Co. - Interface Co. Ltd
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Service Desk Team Leader

Sabal Holding Co. - Interface Co. Ltd
Information Technology/Software
5 days, 7 hours   ago
Experience 3 years - 5 years
Salary Range not mentioned
Location Sudan/Khartoum
Industry     - Telecommunications/ICT
Job role     - Information Technology/Software
Speciality     - Information technology/Software
    - Computer Science
Closes at Jan. 28, 2023
Career Level manager(supervisor)
Vacancies 1 vacancy
Education level bachelor's degree
Job Status Full time
Job Type Cotract/Project
Gender all

Job Description / Responisbilties



Company:     InterfaceCo. Ltd

Department:   ICT / ICT Infrastructure

Job Title:     Service Desk Team Leader

Reporting to:  ICT Manager



Job Summery :


Service Desk Team Leader role is responsible for managing the operation of the Service Desk. This role is crucial to ensuring customer requirements are met in terms of communication, prioritising, escalating and resolving incidents and requests.

The Service Desk Team leader provides leadership and mentoring to the Service Desk Team and will drive a culture of continual process improvement within the Service Desk team and the wider IT Team.

Job Technical Requirements:

  • Leading incidents and requests to resolution

  • Developing Service Desk process and workflows

  • Providing and developing communication plans to customers

  • Manage and co-ordinate the processing of incoming calls / tickets to ensure courteous, timely and effective resolution of incidents and requests

  • Develop and implement ticket handling and escalation policies and procedures

  • Develop and implement team and inter-team workflow processes

  • Service desk team performance appraisal.

Job Minimum Requirements:


Bachelor’s degree in computer science or other engineering discipline is required.


3-5 years of progressive experience in leading a Service Desk Team.


English :  Professional 

Other Requirements:

  • Experience with coaching or mentoring service desk team.

  • Proven ability to maintain good relationships with customers.

  • Proven ability to engage and negotiate with people, and develop and maintain effective relationships.

  • An awareness of information security.

  • A sound understanding of customer service delivery in an IT environment and service management methodologies (such as ITIL).

  • Experience with desktop hardware and software, including operating systems and MS Office products.

  • Technical skills and experience with Microsoft, specifically Active Directory and ticketing system.



About Company


          Engineering group of companies, operating in the areas of Telecom, ICT, Software Development and Electromechanical, with the highest reputation in the market, and an international footprint in the Middle East and Africa. 

       If you want to be challenged and develop and have the space and authority to do your best work then apply to the the best environment and culture in the country and come and join our family...