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 repor...