Purpose
Lead enterprise technical support services, ensuring high-quality support, operational efficiency, and continuous improvement across technology environments.
Key Responsibilities
- Lead technical support teams and daily operations.
- Establish support standards and service improvement initiatives.
- Monitor service performance and SLA compliance.
- Manage major incidents and escalations.
- Coordinate with infrastructure and application teams.
- Develop support processes and knowledge management practices.
- Manage vendors and support contracts.
Qualifications & Experience
- Bachelor's degree in Information Technology or related field.
- 10+ years of experience in technical support, including leadership roles.
Skills
- IT service management
- Leadership
- Incident management
- Service delivery
- Vendor management
- Problem-solving
- Communication
