Open to opportunities

Zakaria Mouayad

@zakariamouayad

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HelpDesk Manager delivering high-performing IT support, escalations, and continuous service improvement.

Morocco

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What I'm looking for

I seek a managerial IT support role where I can lead teams, improve SLAs and KPIs, implement knowledge-driven solutions, and drive high customer satisfaction.

I am a HelpDesk Manager with hands-on experience leading IT service desk teams, providing advanced technical support to B2B users, and driving continuous improvement through KPI analysis and client feedback. I have a track record of resolving critical incidents, collaborating with engineering teams, and creating knowledge bases to reduce repeat tickets and improve customer satisfaction.

I have experience across Mac and Apple ecosystems, Citrix DaaS, Active Directory, and IT procurement processes, and I focus on clear documentation, stakeholder mediation, and measurable service improvements that maintain high customer satisfaction levels.

Experience

Work history, roles, and key accomplishments

Current

HelpDesk Manager

Current

EOL - Casablanca

Mar 2025 - Present (7 months)

Led a high-performing IT service desk team providing technical support to B2B end users, acted as escalation point for critical incidents, and implemented knowledge bases that improved incident resolution and client satisfaction.

IT Support Incident Management KPI Analysis Escalation Management Active Directory

HelpDesk Assistant Team Leader

Nexthink

Jun 2024 - Mar 2025 (9 months)

Provided advanced technical support to B2B clients, led frontline teams to troubleshoot hardware, software, and network issues, and drove improvements that reduced repeat tickets and enhanced IT efficiency.

Technical Support Team Leadership Troubleshooting Ticket Reduction MacOS SLA Management

Technical Support

Majorel

Feb 2023 - Apr 2024 (1 year 2 months)

Diagnosed and resolved hardware and software issues across Mac and iOS devices, managed IT procurement and invoicing, and maintained high service quality in French and English support channels.

Troubleshooting Procurement Invoicing Customer Service Ticketing Systems

Technical Supervisor (L2)

Webhelp

Apr 2022 - Nov 2022 (7 months)

Escalated and resolved complex technical issues with root-cause analysis, mediated stakeholder conflicts, and delivered proactive client success actions to improve operational outcomes.

Escalation Management Root Cause Analysis Stakeholder Management Client Success MacOS iOS Team Mediation

Technical Support

Webhelp

Nov 2019 - Apr 2022 (2 years 5 months)

Owned end-to-end issue resolution for clients, diagnosing Mac and iOS device issues and managing procurement processes to ensure timely hardware/software replacements and reimbursements.