ResponsibilitiesLead and oversee organizational operationsResolve support issues, utilizing appropriate internal or external expertiseManage escalations effectively, ensuring clear and professional communication with customersAdminister financial aspects of operations while driving business KPIsMaintain staffing levels and productivity standards, fostering employee engagement and satisfactionTrack support trends, refine processes, and ensure alignment with business objectives for ongoing improvementsDevelop, coach, and mentor a cohesive team capable of efficiently handling inbound calls and ticketsRequirementsMinimum 5+ years of experience in Developer, SysAdmin, DevOps, or similar roles requiring management of complex environmentsBackground in managing IT services for multiple clients and leading teams of 50+ resourcesProficiency in handling customer relationships, escalations, contracts, and resource rotationSelf-driven and capable of addressing daily resource challenges with effe...