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The ideal candidate will bring a strong background in IT support, leadership, and customer service, with a passion for operational excellence and user satisfaction.&nbsp; This role is critical in delivering exceptional service to internal stakeholders and contributing to continuous improvement in IT operations.</p><p><strong>Key Responsibilities:&nbsp;</strong></p><ul><li>Supervise and coordinate the daily activities of the Advanced Tier Service Desk team, ensuring prompt and professional resolution of technical issues related to hardware, software, and network systems.</li><li>Plan and manage work schedules, assign tasks, and monitor performance to ensure service level agreements (SLAs) are met.</li><li>Provide coaching, mentoring, and training to Service Desk team members on technical procedures, customer service, and new technologies.</li><li>Develop and maintain documentation for support procedures, escalation protocols, and knowledge base articles.</li><li>Monitor ticketing systems to track incidents, identify trends, and ensure accurate and timely resolution.</li><li>Serve as an escalation point for complex or high-impact issues, working cross-functionally with other IT teams as needed.</li><li>Generate and present regular reports on Service Desk metrics, user satisfaction, and areas for improvement.</li><li>Recommend and implement process improvements, automation opportunities, and end-user training initiatives.</li><li>Contribute to knowledge base articles and internal documentation.</li><li>Advanced Troubleshooting &amp; 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