Managing the Global Support team, which provides IT services and technical issue resolution for all employees across the organization.

Key responsibilities include Problem Management, task prioritization and delegation, escalating technical issues, and coordinating with other IT teams for problem resolution.

Key Responsibilities:

Managing the 1st-level support team, providing professional assistance and guidance for complex technical issues.
Conducting training sessions and onboarding for support representatives.
Writing and maintaining standard operating procedures and technical guides.
Defining work plans to improve team performance and meet SLA targets, tracking service requests, and generating reports.
Collaborating with global IT teams for issue escalation and resolution.
Managing MUO (Multi-User Outages) incidents.
Recruiting, retaining, and leading the team, including conducting team meetings, one-on-one discussions, and performance reviews.
Developing and promoting the team's professional and personal growth.