Operational Duties:

• - Oversee daily operations of the technical support team to ensure timely and accurate resolution of IT issues.
• - Implement and monitor technical support policies and procedures.

- Assist in diagnosing and resolving complex IT issues escalated by junior engineers.

- Coordinate with users to identify and resolve root causes of problems.

• - Enhance technical support efficiency by developing and implementing new support processes.
• - Introduce procedures and tools to streamline ticket handling and automate tasks.

- Train and mentor technical support team members on troubleshooting techniques, tools, and user interaction.

- Develop training programs to improve team skills and knowledge.

• - Ensure the knowledge base is accurate, comprehensive, and up-to-date.

- Manage escalations to the relevant technical support team or vendors when necessary.

• - Conduct user satisfaction surveys and implement improvements based on feedback.

Financial Duties:

• - Offer financial insights and recommendations for IT investments and cost-saving strategies.
• - Manage IT risks and optimize financial performance.

- Ensure cost-effective and efficient procurement of IT assets.

- Develop procurement policies, negotiate contracts, and monitor vendor performance.

Team Management Duties:

• - Oversee the daily activities and performance of the technical support team.
• - Conduct performance reviews and provide feedback.

- Provide ongoing coaching and mentoring to help team members develop their skills.

• - Foster a positive and productive work environment.
• - Recognize and reward team achievements.

Customer Satisfaction Duties:

• - Implement initiatives to enhance customer satisfaction and service quality.

- Address customer inquiries, provide updates on issue status, and resolve complaints effectively.

• - Proactively engage with customers to understand and meet their needs.