Acts as a role model and discharge technical management within a team, encouraging mutual respect and commitment.
Encourages groups to work together and takes responsibility for team building to optimize performance by engaging with other leaders, planning, and managing resources to provide correct levels of cover.
Support teams in achieving or exceeding business metrics and elevating performance standards.
Manages individuals and team performance. Subsequently, aligns individual and team training requirements with business needs within budget guidance.
Manages & adapts daily, weekly, monthly process changes which may affect the team and reacts to and resolves issues inside and where practical, outside department.
Ensures service levels and standards are maintained at all times,
Ensures effective resolution of complaints, takes responsibility for final decisions on ticket resolution and escalation, improves backlog management.
Fosters team building by encouraging individuals to share knowledge, highlighting problems or critical situations to management or team, being proactive in everything regarding team working behaviors.
Represents the team at user group meetings and input to the development of new systems applications.
Uses regular, effective performance reviews meetings within teams, reviewing and acting upon the weekly/monthly operating reports for team members.
Generates performance and metrics reports to create insights on how to improve team performance.
Ensures skills assessments of team members are current.
Required Technical and Professional Expertise
Working from office in US Time zone.
Proven track record of achievements.
In-depth knowledge of performance metrics.
Excellent communication and leadership skills.
Organizational and time-management skills.
Decision-making skills.
Technical hardware troubleshooting skills are a plus.