Al Ahly capital holding - Al Ahly Tamkeen -
Company: Al Ahly capital holding – Al Ahly Tamkeen –
WebSite: Zamalek, Cairo, Egypt
Job Description:The incumbent shall be responsible for the supervision and coordination of daily operations within the technical support team, including task assignment, progress monitoring, and adherence to Service Level Agreement (SLA) targets. Furthermore, they will mentor, coach, and evaluate team members to foster sustained high performance and productivity. Oversight of IT support delivery across all corporate locations and remote environments is required, ensuring consistent, timely, and effective remote troubleshooting and resolution of technical issues. The incumbent will maintain communication channels between remote team members and headquarters, lead the technical planning and execution of new branch deployments, and coordinate hardware installation, software setup, cabling, connectivity, and device configuration. They will also ensure full operational status of all IT services prior to go-live, plan and manage IT projects related to infrastructure enhancements, upgrades, and rollouts, and document project scopes and timelines. The generation of regular reports on support metrics, incident types, and team performance is a key responsibility. Collaboration with vendors and third-party providers during implementation phases is required, as is ensuring prompt resolution of user-reported problems through a structured support ticketing system. The incumbent will plan and deliver technical training to employees on IT tools, security best practices, and system usage, and provide documentation and step-by-step guides for recurring user issues.
Skills:
- Bachelor’s Degree in Computer Engineering or a related field.
- 7+ years of experience in technical support and projects handling with supervisory or leadership roles.
- Proven experience managing IT operations for distributed teams and multi-site or remote environments
- Excellent problem-solving, communication, and team management skills.
- Certifications such as MCSE, CCNP, MCSA, PMP are highly desirable.
- Hands-on experience in technical operations supporting remote teams and critical field environments.
- Strong background in planning and executing new site IT deployments.
- Familiarity with safety and compliance standards related to IT operations.
- Strong documentation and reporting capabilities.
- Experience in reducing operational costs through system digitization and automation.