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IT Technical Support & Service Desk Manager

Vacancy: IT Technical Support & Service Desk Manager

Location: District 5

 

Part of the duties/responsibilities:

-Oversee Level 1 to Level 3 support operations, including troubleshooting hardware, software, network, and POS-related issues.

-Ensure timely and effective resolution of incidents, service requests, and change requests via ITSM tools.

-Act as the primary escalation point for VIP and critical user issues, providing prompt and effective resolutions.

-Maintain proactive communication with business users, mall staff, property managers, and external service providers.

-Monitor IT systems and services to detect and prevent issues before they impact operations.

-Prepare and analyze regular reports on ticket resolution times, SLA adherence, system uptime, and issue trends.

-Identify performance gaps and optimize team workflows using dashboards and analytics .

-Manage IT asset inventory across all business units, ensuring proper issuance, tracking, and maintenance.

-Enforce compliance with IT policies, including endpoint protection, antivirus management, backup procedures, and access controls.

-Ensure the team adheres to risk management and audit requirements.

-Supervise support operations for business-critical technologies such as POS terminals, digital signage, CCTV, and intercom systems in retail malls and gated communities.

-Address real-time escalations and ensure service quality across all supported environments.

 

Qualifications:

-Bachelor’s degree in Computer Science, Information Systems, or related field.

-Minimum 7 years of experience in IT support, with 3+ years in a managerial or lead role.

-Experience in real estate, retail, or multi-location environments is highly preferred.

-Strong knowledge of Windows OS, Office 365, Active Directory, DHCP, DNS

ITSM tools. 

-Strong knowledge of Antivirus/EDR, backup systems, network basics and POS systems.

-ITIL Foundation Certification is a plus.

-Experience in supporting retail POS systems and mall operations.

-Familiarity with cloud-based systems, SaaS applications, and mobile device management (MDM).

 

Candidates who fit the profile please send your CV to careers@marakez.net