Opportunity Description
- Lead and manage the Service Desk team to deliver exceptional technical support to end-users.
- Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
- Monitor ticket queues and ensure SLAs and KPIs are consistently met.
- Provide guidance and mentorship to team members, fostering skill development and performance improvement.
- Act as an escalation point for complex technical issues and ensure prompt resolution.
- Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
- Conduct regular performance reviews
- Lead and manage the Service Desk team to deliver exceptional technical support to end-users.
- Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, req...
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