- Oversee the day-to-day IT support services for the organization, including help desk operations and user support.
- Manage ticketing systems to ensure timely resolution of technical issues.
- Set and enforce support policies, procedures, and service level agreements
- Lead, coach, and mentor IT support staff.
- Develop training programs for support personnel to improve technical skills and customer service.
- Conduct regular performance evaluations and set professional development goals.
- Ensure users receive prompt and effective support for hardware, software, and network issues.
- Escalate complex technical problems to appropriate departments or vendors.
- Monitor support trends and take proactive steps to reduce recurring issues.
- Ensure stability and uptime of IT systems including desktops, laptops, printers, networks, and business applications.
- Ensure proper documentation of procedures, troubleshooting steps, and FAQs.
- Generate reports on IT support performance, user satisfaction, and incident trends.
- Provide recommendations for continuous improvement based on data analysis.
- Support audit and compliance activities
- Ensure backup, recovery, and antivirus systems are functioning as intended.
- Act as the main point of contact for IT support-related concerns across departments.
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