Digital Transformation Manager
Money Fellows
Full-time
On-site
New Cairo City Cairo Governorate Egypt
- Oversee the integration of new digital tools and platforms, ensuring compatibility with existing systems.
- Analyze existing business processes and recommend digital solutions to enhance efficiency and effectiveness.
- Manage responses to service desk tickets, emails, and phone calls, ensuring timely resolution of technical issues.
- Diagnose and resolve complex technical problems, escalating to appropriate teams or vendors when necessary.
- Document and track incidents, problems, and resolutions in the service desk ticketing system.
- Collaborate with cross-functional teams, including developers, system administrators, and network engineers, to resolve technical issues and implement solutions.
- Install, configure, and maintain workstations, laptops, printers, and other IT equipment.
- Oversee user accounts, access controls, and permissions across various systems and applications.
- Provide excellent customer service with clear and effective communication to end-users.
- Mentor and provide guidance to junior service desk engineers, fostering their professional growth.
- Bachelor’s degree in Information Technology, Computer Science, or a related field; relevant certifications are a plus.
- 7+ years of experience in IT, including at least 3 years in a leadership role focused on digital transformation within the fintech or financial services industry.
- Strong knowledge of desktop operating systems (Windows, macOS), hardware, and software applications.
- Experience troubleshooting network connectivity issues, including LAN, WAN, and VPN.
- Proficiency in incident management tools and service desk ticketing systems.
- Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues efficiently.
- Strong customer service orientation and the ability to communicate technical concepts to non-technical users.
- Ability to work independently, prioritize tasks, and manage multiple concurrent incidents.
- Knowledge of ITIL best practices and service management frameworks.