- Lead daily IT support operations and ensure timely technical assistance.
- Supervise, mentor, and develop IT support specialists, help desk technicians, and technical support engineers.
- Establish service standards, support procedures, and performance expectations.
- Oversee incident management, problem management, and service request processes.
- Manage escalated issues involving hardware, software, networks, servers, and enterprise applications.
- Monitor service desk performance, response times, resolution rates, and customer satisfaction.
- Maintain IT support policies, procedures, documentation, and knowledge-base resources.
- Coordinate with infrastructure, cybersecurity, cloud, and software teams to resolve complex issues.
- Oversee IT assets, software licensing, equipment deployment, endpoint support, user accounts, and access controls.
- Manage support budgets, vendor relationships, technology procurement, service improvements, operational reporting, and critical incident response.
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