Information Technology Service Desk Manager

We are seeking a Service Desk Manager to lead our Egyptbased service desk team supporting international clients, primarily in Canada.

This role is responsible for the daytoday performance, reliability, and quality of service desk operations. The Service Desk Manager combines people leadership with active involvement in higherpriority or complex work, ensuring the team operates with consistency, professionalism, and clear accountability.

You will act as the primary operational owner of the service desk in Egypt and the key point of coordination with Canadabased service delivery leadership.

• A service desk that operates predictably, calmly, and with clear ownership
• Tickets handled with the right priority, quality, and followthrough
• Analysts who understand expectations and are supported through coaching and structure
• Issues escalated early and correctly, with clear summaries and ownership
• Professional, consistent communication with clients and Canadabased teams
• Continuous improvement in how work is handled, documented, and handed over

• Lead daily service desk activities, including prioritization and workload balancing
• Maintain visibility over ticket queues, backlogs, and aging work
• Ensure incidents and requests are handled in line with agreed service levels
• Take ownership of operational issues and resolve them before they escalate
• Ensure client communication is timely, clear, and professional

• Directly manage Service Desk Analysts based in Egypt
• Set schedules and ensure coverage aligns with business needs
• Provide regular coaching, feedback, and performance guidance
• Support skill development and knowledge sharing within the team
• Address performance issues in a structured, fair, and timely manner

• Act as the first escalation point for the service desk
• Personally handle higherimpact or more complex issues when required
• Review work quality and reinforce standards through coaching and example
• Identify recurring problems and work with leadership to improve processes

• Ensure service desk systems are used consistently and correctly
• Reinforce disciplined ticket handling, documentation, and time tracking
• Contribute to improving procedures, checklists, and knowledge articles
• Support reporting on service performance and operational trends

• This role includes regular overlap with North American business hours.
• Typical working hours are afternoon to evening Egypt time, allowing effective coordination with Canadabased operations and escalations.

• Competitive managementlevel compensation package
• Compensation reflects responsibility, experience, and Canadaaligned working hours
• Performance reviews and growth opportunities based on results

• 5+ years experience working in a structured managed services environment using PSA and monitoring tools (experience with tools such as Autotask and Datto RMM is beneficial)
• 2+ years experience leading, supervising, or mentoring others (Team Lead, Supervisor, or Senior role)
• Strong written and spoken English
• Comfortable setting priorities, making decisions, and enforcing standards
• Able to remain calm, professional, and organized in a clientfacing environment
• Experience working with defined processes, service levels, and escalation paths

Education

• Bachelor's degree in IT, Computer Science, or a related field preferred, or equivalent professional experience in a managed services or service desk environment.

Preferred Certifications

• ITIL Foundation or equivalent practical service management experience
• Relevant Microsoft certifications (current or past) are an asset

• Organized and dependable
• Confident, respectful leadership style
• Comfortable being accountable for outcomes
• Clear communicator who avoids ambiguity
• Focused on building a stable and professional operation

• Work within an international delivery model supporting Canadian clients
• Play a key role in strengthening and scaling our Egypt delivery center
• Clear opportunity to grow into broader service delivery or regional leadership as the business expands

Please apply with your CV and a brief note describing:

• Your experience leading or supervising a service desk team
• The types of environments you've worked in (internal IT, managed services, multiclient, etc.)
• Your comfort working an Egypt schedule that overlaps with Canada hours