**Responsibilities**
- Lead and oversee organizational operations
- Resolve support issues, utilizing appropriate internal or external expertise
- Manage escalations effectively, ensuring clear and professional communication with customers
- Administer financial aspects of operations while driving business KPIs
- Maintain staffing levels and productivity standards, fostering employee engagement and satisfaction
- Track support trends, refine processes, and ensure alignment with business objectives for ongoing improvements
- Develop, coach, and mentor a cohesive team capable of efficiently handling inbound calls and tickets
**Requirements**:
- Minimum 5+ years of experience in Developer, SysAdmin, DevOps, or similar roles requiring management of complex environments
- Background in managing IT services for multiple clients and leading teams of 50+ resources
- Proficiency in handling customer relationships, escalations, contracts, and resour...