IT Customer Support Manager English 90%

What a day in the life looks like:

• Acts as the voice of the customer within the organization, advocating for their support/technical needs and concerns.
• Manage team's case queue and ensure the IT Support team is properly handling cases in a timely manner
• Act as point of escalation for challenging customer technical issues that the support agents cannot resolve independently
• Manage escalations and properly report to Service Delivery Organization (SDO) leadership and managers as appropriate
• Monitor team performance, provide regular feedback, and conduct performance evaluations to ensure individual and team success.
• Continuously seeking ways to improve support processes and workflows to enhance customer satisfaction and efficiency.
• Encourage knowledge sharing among team members to increase collective expertise.
• Conducts regular team capacity checks to ensure current and future growth is planned for and o...