Leading and monitoring the service delivery team.
Keeping the sector manager up-to-date with daily work resolution and the technical support processes done through pre-determined reporting templates within the time frame.
Conducting the upgrade plans and follow up maintenance contracts.
Improve documentation of technical support policies and procedures.
Follow with customers whose issues are not closed to Identify solutions to work around open issues / problems that are under investigation or pending resolution to the assigned tickets.
Work hand-in-hand with the management to plan service delivery strategies.