Technical Support Manager - Microsoft Technologies - Cairo

Business Overview:

Alnafitha IT is a leading independent provider of IT services and solutions in Saudi Arabia, founded in 1993.

As a fully Saudi-owned company, we have established ourselves from a startup business to a market leader, offering a comprehensive range of IT solutions tailored to meet the unique requirements of our clients.

Our expertise spans across various domains, including Microsoft, AWS, ManageEngine, and Zoho Solutions, ensuring that we deliver strategic IT solutions that drive digital transformation and operational excellence to our clients.

With over 30 years of experience, Alnafitha IT has successfully completed more than 4,000 projects, serving over 3,000 satisfied customers, and collaborating with 65+ partners.

Our commitment to excellence is evident in our customer-centric approach, which emphasizes engagement, collaboration, and a relentless pursuit of quality in every interaction.

Our vision is to be the Kingdom's most customer-centric provider for digital transformation and consultation, fostering innovation and excellence in all our solutions. We are dedicated to optimizing operational efficiency and ensuring effective resource utilization to enhance customer satisfaction and profitability

At Alnafitha IT, we believe in empowering our employees and nurturing their growth, which is essential for driving leadership in technology and customer satisfaction. As we continue to expand our presence in the IT landscape, we remain committed to delivering cutting-edge solutions that not only meet but exceed our clients' expectations.

Job Summary/Objective

The Technical Support Manager is responsible for overseeing the daily operations of the

technical support team as well as participating as an active member of the team.

As a team leader, this position will partner with customer success and business development to

deliver exceptional support to customers through phone, email and chat. This team member

will be expected to lead by example, organize work, build reports, handle escalations, and help

with ad hoc projects, and training

Key Responsibilities:

• Team Leadership and Development

• Oversee the day-to-day operations of the Technical Support Team from senior

technical leaders to junior staff to ensure effective knowledge transfer within the

team

• Provide mentorship, coaching, and training to enhance team skills and knowledge

and provide personalized guidance and foster professional growth

• Arrange and oversee shift scheduling to maintain adequate resource coverage,

optimize workload and ensure uninterrupted service delivery

• Manage recruitment, performance evaluations, and disciplinary actions for staff to

evaluate achievements, identify development needs, and align individual goals with

organizational objectives

• Customer Satisfaction Management

• Act as a senior agent driving customer satisfaction through effective support.

• Ensure all customer inquiries and issues are resolved accurately and professionally.

• Serve as the primary point of contact for technical VIP cases or executive escalations

to protect critical relationships and maintain trust with high-value clients by resolving

high impact issues quickly and effectively

• Attend escalation meetings and follow up on outcomes to ensure all escalation

resolutions are implemented, preventing recurrence and improving customer

experience

• Operational Oversight

• Record, track, and report on team service level agreements (SLAs) and workflows to

ensure service commitments are met or exceeded, ensuring customer satisfaction

and compliance

• Plan for customer support load distribution to anticipate demand fluctuations,

optimize staffing levels and maintain consistent service quality

• Follow up on technical account manager’s tasks to ensure account specific

deliverables are on track, issues are addressed, and customer expectations are met

• Serve as the escalation point for outsourcing operations issues to address high

priority or unresolved issues swiftly and minimize service disruptions

• Track customers’ status for invoicing and renewals to ensure accurate billing, timely

renewals, and sustained revenue flow from support contracts

• Support Coordination and Onboarding

• Provide support for both internal and external customers, managing incoming

technical inquiries.

• Facilitate the onboarding process for new team members to ensure effective

integration.

• KPI Development and Monitoring

• Assist in the creation and monitoring of team key performance indicators (KPIs).

• Analyze support system case trends to identify areas for improvement and prevent

future issues.

• Process Improvement and Documentation

• Review and enhance technical support processes and documentation to streamline

processes, eliminate bottlenecks and increase overall service delivery speed & quality

• Create relevant support materials and self-service tools for customers and staff

• Enable digital transformation and automation to reduce manual effort, improve

consistency and increase operational efficiency through technology adoption

• Feedback and Communication

• Establish a feedback loop for staff and customers on resolved and ongoing issues.

• Implement preventive measures to minimize customer faults and issues proactively.

Requirements

Qualifications

- Education: Bachelor’s degree in computer science or equivalent.

- Experience: 12+ years’ experience in Microsoft technologies in one or more of the

following: (Microsoft: Active Director, Microsoft Azure and AWS, Microsoft Exchange,

Skype for Business, Teams, SCCM, SCOM, VMM, MOM, OMS, Intune, Microsoft

SharePoint)

- Experience with migration of Exchange customers to Office 365 and end to end support

and troubleshooting experience of Exchange Online and Office 365 Hybrid solutions.

- Additional skills in Exchange Online Protection, Antigen/Forefront Protection for

Exchange.

- Experience in AD Security (ATA, AD backup and recovery, security practices and AD

health check)

- Knowledge in Microsoft Server features (ADFS – DFS – RMS – WSUS – WDS – CA – IIS).

- Knowledge in Virtualization (Microsoft Hyper-V, VMWare).

- Basic knowledge in SQL database administration and implementation.

- Solid understanding of client/server, networking, and Internet technologies

fundamentals.

- Experience working with Microsoft Server products alongside Microsoft Azure IaaS/

PaaS and experience with troubleshooting, configuring and supporting Network and

Hybrid scenarios.

- Working knowledge in several areas of Azure / AWS PaaS and/or IaaS, such as Azure

deployment, ARM template, Application Insights, PowerShell Scripting, Security, High

Availability, Azure Storage, Azure Virtual Machine, Backup / Disaster Recovery, Patching,

Clustering, Service Resilience, SQL Azure, ADLS and distributed systems etc.

- Experienced in DevOps and knowledge of Azure Web Aps, Service Fabric and .NET

(Preferred)

- Solid Networking Skills (Routing & Switching Protocols, TCP/, DNS, QoS, SIP, VLANs, and

WAN protocols)

- High sense of responsibility and ownership, acting like owner in what you do.

- Exceptional communication and presentation skills

- Proven people management and leadership skills

- Love being the first line of support and troubleshooting issues

- Strong analytical skills to investigate and resolve customer support tickets

- Able to multi-task efficiently under time pressure

- Able to work with cutting edge technology and assimilate information rapidly

Previous experience in managing customer-focused teams

Proven experience in managing a service and support focused team culture

- Ability to maintain composure during stressful situations.

- Fluent in Arabic and English.

Certification Requirements:

• CCNA Routing and Switching.

• ITIL Expert (Preferred)

• MCSE: Core Infrastructure (Must)

• MCSE: Private Cloud (Must)

• MCSE: Messaging.

• PMP Certified (Preferred)

• Microsoft 365 Certified: Enterprise Administrator Expert (preferred)

• Microsoft Certified: Azure Solutions Architect Expert (preferred)