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About the Role
- Supervise and provide mentorship to the team of technical support engineers and systems administrators fostering professional growth and ensuring that all service-level agreements (SLAs) are met with high standards of client service.
- Direct the technical operations team in delivering comprehensive managed IT services guaranteeing adherence to client requirements, industry standards, and the organization's internal guidelines.
- Oversee and manage the incident escalation process ensuring rapid issue resolution and implementing proactive problem management strategies to prevent recurring issues and minimize client impact.
- Continuously develop and enhance operational processes to improve service efficiency, uphold consistent delivery standards and ensure compliance with ITIL best practices.
- Serve as the primary liaison for key client accounts handling escalations with professionalism and facilitating proactive communication and detailed re...
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