Team Manager - Managing team (more then 15 FTEs) including Service Desk first and second line of support, Quality Analyst, Incident Managers, Catalog Manager. - Analyzing SLA performance metrics to identify potential issues, determine root causes, and propose actionable solutions for achieving and exceeding established service levels - Contributing to the recruitment and onboarding of new team members by assisting with the hiring process and trainings. - Performing effective people management (one-to-ones, weekly meetings, coaching, career development plan) - Effectively collaborating with internal and external stakeholders to quickly resolve escalated issues.

Tracking incident progress to resolution and responsible for communicating progress to higher management and transverse relevant teams - Organizing Post-Incident Meeting to share / brainstorm on actions and suggestions to avoid similar incidents in the future or shorten resolution time - Maintaining the escalation tree - Managing Service Desk, Incident Management, Knowledge Management, Remote Desktop Support teams from process perspective. - Maintaining User Access Management (UAM) - Ensure Procedures and Documentation is up to date - Providing mandatory client training sessions for all new joiners as part of the official onboarding process.

Ensuring proper adherence to the procedures for handling customer requests by first line agents - Coordinating the work of the first line and technical support teams - Providing mandatory client training sessions for all new joiners as part of the official onboarding process. - Preparation of reports on the results of processing customer requests - Maintaining professional contact with the client - Preparation and evaluation root cause analysis (Problem tickets handling), changes support, risks evaluation - Managing onboarding process from IT perspective

Customer Service Advisor - Raising support tickets to aid the resolution of customer requests - Handling incoming phone calls and e-mails from customers regarding technical issues - Providing a high-quality standard of customer service - Cooperation with a team of IT specialists to deal with more complex problems