- Manage day-to-day operations of the IT support team and ensure SLA adherence.
- Lead incident and problem resolution activities, including root cause analysis and escalation management
- Coordinate technical troubleshooting efforts for system, software, or hardware issues.
- Act as the primary point of contact for clients; manage expectations and communication
- Track and report project progress, incident trends, and support metrics.
- Ensure smooth onboarding and knowledge transition for new support team members.
- Plan and implement support process improvements and automation opportunities.
- Collaborate with cross-functional teams (development, infrastructure, QA) to resolve complex issues.
- Manage small to medium-scale IT support projects, including upgrades, migrations, or system rollouts.
- Prepare documentation, status reports, and client communication materials.