Service Desk Senior Supervisor
RayaCXCairo, Cairo, Egypt
Posted January 18, 2026
Full Time
About the Company
RAYA Customer Experience (RAYA CX) is a leading BPO and customer experience management provider that delivers next‑generation solutions to Fortune 1000 clients across North America, Europe, the Middle East, and Africa. The company specializes in omnichannel contact center services, digital CX, AI‑powered chatbots, data analytics, and social media moderation, all supported by advanced technology and a culture of continuous improvement. RAYA CX differentiates itself by sourcing highly skilled talent from competitive labor markets and integrating robust strategies and innovation into every engagement. In addition to core CX services, the firm offers HRO and call center leasing, enabling clients to scale operations efficiently while maintaining superior service quality.
Job Description
Lead and oversee Service Desk operations, ensure alignment with IT strategy and business objectives, and drive continuous improvement of incident and request handling processes.
Requirements
- Lead and oversee Service Desk Supervisor(s), Senior Specialists, and Specialists
- Define team structure, objectives, KPIs, and service standards
- Mentor and develop team leaders and specialists, supporting career growth and succession planning
- Oversee major incident management and escalations, coordinating with L2/L3 teams and IT leadership
- Identify recurring issues and trends; drive root cause analysis and preventive measures
- Ensure continuous improvement of incident and request handling processes, including ITIL practices
- Develop, maintain, and enforce SOPs, knowledge management, and service desk policies
- Ensure accurate reporting, dashboards, and operational documentation for management review
- Drive process optimization initiatives, automation, and digital tools adoption
- Act as senior point of contact for business and IT stakeholders regarding Service Desk operations