• Team Management: Responsible for hiring, training and mentoring team members, as well as conducting performance evaluations and addressing any issue or conflicts that arise within the team. • Workflow Coordination: ensuring the help desk runs smoothly and efficiently. includes overseeing ticketing systems, prioritizing and assigning tasks, and monitoring the resolution of support requests to ensure they are overseen in a timely manner.• Technical Expertise: strong technical background, assist with complex support issues that require escalation, also providing guidance and expertise on troubleshooting and resolving technical problems. Overseeing escalated calls and responding to emails from contractors regarding ETA’s delays etc.• Resource Allocation: Manage resources effectively to meet service level agreements (SLAs) and operational requirements.• Adherence to Policies: Ensure compliance with organizational policies and procedures.• Report Generation: Prepare regular reports and presentations for management, summarizing help desk activities, achievements, and challenges.