{"id":3930424,"url":"https://alion.io/job/alnafitha-it-technical-support-manager","title":"Technical Support Manager","company":{"id":2872225,"name":"Alnafitha IT","domain":"alnafitha.com","url":"https://alion.io/company/alnafitha","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cairo, Egypt"],"countries":["EG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"DNS","optional":false},{"name":"Hyper-V","optional":false},{"name":"ITIL","optional":false},{"name":"Outlook","optional":false},{"name":"PowerShell","optional":false},{"name":"SQL","optional":false},{"name":"VMWare","optional":false}],"status":"live","first_seen_at":"2026-11-06T00:00:00Z","employer_posted_date":null,"last_verified_at":"2026-11-06T00:00:00Z","board_verified":false,"closed_at":null,"days_open":2,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":2},"description":"clients expectations.\n\nRequirementsBusiness Overview: \n\nAlnafitha IT is a leading independent provider of IT services and solutions in Saudi Arabia founded in 1993.\nAs 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.\nOur 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.\nWith over 30 years of experience Alnafitha IT has successfully completed more than 4000 projects serving over 3000 satisfied customers and collaborating with 65 partners.\nOur commitment to excellence is evident in our customer-centric approach which emphasizes engagement collaboration and a relentless pursuit of quality in every interaction\nOur vision is to be the Kingdoms 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\nAt 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.\nJob Summary/Objective\nThe Technical Support Manager is responsible for overseeing the daily operations of the\ntechnical support team as well as participating as an active member of the team.\nAs a team leader this position will partner with customer success and business development to\ndeliver exceptional support to customers through phone email and chat. This team member\nwill be expected to lead by example organize work build reports handle escalations and help\nwith ad hoc projects and training\nKey Responsibilities:\n\n Team Leadership and Development\n Oversee the day-to-day operations of the Technical Support Team from senior\ntechnical leaders to junior staff to ensure effective knowledge transfer within the\nteam\n Provide mentorship coaching and training to enhance team skills and knowledge\nand provide personalized guidance and foster professional growth\n Arrange and oversee shift scheduling to maintain adequate resource coverage\noptimize workload and ensure uninterrupted service delivery\n Manage recruitment performance evaluations and disciplinary actions for staff to\nevaluate achievements identify development needs and align individual goals with\norganizational objectives\n Customer Satisfaction Management\n Act as a senior agent driving customer satisfaction through effective support.\n Ensure all customer inquiries and issues are resolved accurately and professionally.\n Serve as the primary point of contact for technical VIP cases or executive escalations\nto protect critical relationships and maintain trust with high-value clients by resolving\nhigh impact issues quickly and effectively\n Attend escalation meetings and follow up on outcomes to ensure all escalation\nresolutions are implemented preventing recurrence and improving customer\nexperience\n Operational Oversight\n Record track and report on team service level agreements (SLAs) and workflows to\nensure service commitments are met or exceeded ensuring customer satisfaction\nand compliance\n Plan for customer support load distribution to anticipate demand fluctuations\noptimize staffing levels and maintain consistent service quality\n Follow up on technical account managers tasks to ensure account specific\ndeliverables are on track issues are addressed and customer expectations are met\n Serve as the escalation point for outsourcing operations issues to address high\npriority or unresolved issues swiftly and minimize service disruptions\n Track customers status for invoicing and renewals to ensure accurate billing timely\nrenewals and sustained revenue flow from support contracts\n Support Coordination and Onboarding\n Provide support for both internal and external customers managing incoming\ntechnical inquiries.\n Facilitate the onboarding process for new team members to ensure effective\nintegration.\n KPI Development and Monitoring\n Assist in the creation and monitoring of team key performance indicators (KPIs).\n Analyze support system case trends to identify areas for improvement and prevent\nfuture issues.\n Process Improvement and Documentation\n Review and enhance technical support processes and documentation to streamline\nprocesses eliminate bottlenecks and increase overall service delivery speed & quality\n Create relevant support materials and self-service tools for customers and staff\n Enable digital transformation and automation to reduce manual effort improve\nconsistency and increase operational efficiency through technology adoption\n Feedback and Communication\n Establish a feedback loop for staff and customers on resolved and ongoing issues.\n Implement preventive measures to minimize customer faults and issues proactively.\nBenefitsQualifications \n\n- Education: Bachelors degree in computer science or equivalent.\n- Experience: 12 years experience in Microsoft technologies in one or more of the\nfollowing: (Microsoft: Active Director Microsoft Azure and AWS Microsoft Exchange\nSkype for Business Teams SCCM SCOM VMM MOM OMS Intune Microsoft\nSharePoint)\n- Experience with migration of Exchange customers to Office 365 and end to end support\nand troubleshooting experience of Exchange Online and Office 365 Hybrid solutions.\n- Additional skills in Exchange Online Protection Antigen/Forefront Protection for\nExchange.\n- Experience in AD Security (ATA AD backup and recovery security practices and AD\nhealth check)\n- Knowledge in Microsoft Server features (ADFS DFS RMS WSUS WDS CA IIS).\n- Knowledge in Virtualization (Microsoft Hyper-V VMWare).\n- Basic knowledge in SQL database administration and implementation.\n- Solid understanding of client/server networking and Internet technologies\nfundamentals.\n- Experience working with Microsoft Server products alongside Microsoft Azure IaaS/\nPaaS and experience with troubleshooting configuring and supporting Network and\nHybrid scenarios.\n- Working knowledge in several areas of Azure / AWS PaaS and/or IaaS such as Azure\ndeployment ARM template Application Insights PowerShell Scripting Security High\nAvailability Azure Storage Azure Virtual Machine Backup / Disaster Recovery Patching\nClustering Service Resilience SQL Azure ADLS and distributed systems etc.\n- Experienced in DevOps and knowledge of Azure Web Aps Service Fabric \n(Preferred)\n- Solid Networking Skills (Routing & Switching Protocols TCP/ DNS QoS SIP VLANs and\nWAN protocols)\n- High sense of responsibility and ownership acting like owner in what you do.\n- Exceptional communication and presentation skills\n- Proven people management and leadership skills\n- Love being the first line of support and troubleshooting issues\n- Strong analytical skills to investigate and resolve customer support tickets\n- Able to multi-task efficiently under time pressure\n- Able to work with cutting edge technology and assimilate information rapidly\nPrevious experience in managing customer-focused teams\nProven experience in managing a service and support focused team culture\n- Ability to maintain composure during stressful situations.\n- Fluent in Arabic and English.\nCertification Requirements:\n CCNA Routing and Switching.\n ITIL Expert (Preferred)\n MCSE: Core Infrastructure (Must)\n MCSE: Private Cloud (Must)\n MCSE: Messaging.\n PMP Certified (Preferred)\n Microsoft 365 Certified: Enterprise Administrator Expert (preferred)\n Microsoft Certified: Azure Solutions Architect Expert (preferred)\nRequired Skills:\nCandidate Experience To excel in this position you will need to: Certification Requirements Bachelors degree in business administration or equivalent. Technical Skills 2 years of experience in supply chain / logistics / order fulfillment. Experience in IT industry software and service delivery is plus. Previous experience in CRM/ERP systems ex. Zoho CRM Zoho Books. Proficiency in Microsoft Word Excel and Outlook. Personal Skills High sense of responsibility and ownership acting like owner in what you do. Exceptional communication and presentation skills Being able to work on their own or in a team Being able to work to tight deadlines Ability to maintain composure during stressful situation Handling many tasks & responsibilities Fluent in Arabic and English. Working Conditions Working on Weekends Holidays or outside the business hours could be required. \n\nRequired Education:\nCertification Requirements:Bachelors degree in Computer Science Business Administration equivalent.","description_format":"text","description_chars":8901,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation"],"lifecycle":[{"event":"open","at":"2026-11-08T00:52:56Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":45,"reasons":["seen:2","velocity","win:early"],"computed_at":"2026-11-08T05:47:12Z"},"pay":null,"html_url":"https://alion.io/job/alnafitha-it-technical-support-manager","json_url":"https://alion.io/job/alnafitha-it-technical-support-manager.json","meta":{"generated_at":"2026-11-08T07:25:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16154,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2872225},"rest":"https://alion.io/mcp/rest/get_company?id=2872225"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Falnafitha-it-technical-support-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Falnafitha-it-technical-support-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Falnafitha-it-technical-support-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/alnafitha-it-technical-support-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Falnafitha-it-technical-support-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3930424}},{"tool":"search_jobs","arguments":{"company":"alnafitha.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3930424},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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