Manage the On site support team in ISR and EMEA and evaluate their performance including training and support the team
Manage the team support processes and tasks to meet the required SLA (Service Level Agreements) to improve service KPIs
Review and analyze daily, weekly, and monthly reports, insights and KPIs for the service continuous improvement and productivity
Manage the team members personal queues, case backlog and ensure customer service is timely and accurate daily
Establishing and maintaining strong relationships across the IT teams and with the company's employees Manage critical escalations and situations within the team**
Improvement and productivity and establish best practice through the entire Technical Support process
Supporting the roll-out of new hardware and applications
Hands on in handling the on going tickets if required
Requirements: Proven work experience as a global service desk team leader of at least 2 years
Min. of 3 years prior experience as an IT Support Engineer with proven experience in Active directory, Office 365, VPN, Printers, Personal computing
Must have good understanding of a service business and KPIs
Excellent communication and customer service skills
Excellent time management skills and ability to multitask across multiple projects to prioritize in fast paced environment
Knowledge with both Windows mac operating systems and management tools including office 365 and Azure
Knowledge with computers Image according to specification using SCCM/JAMF/MDM
Knowledge with AV systems and solutions
Knowledge and experience in supporting development (R D) teams
High level written and verbal communications skills in English
Able to work and collaborate with a globally distributed teams
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