Skills & Experience:• Direct the day-to-day operations of associates assigned to perform solution-related service request investigation, incident resolution, and application maintenance• Monitor production support ticket queues• Manage the creation and maintenance of knowledge databases to support business processes to deliver more efficient problem identification and resolution• Analyze incoming ticket data and seek opportunities to balance resources, improve processes and increase productivity• Identify client and solution delivery satisfaction issues, manage client expectations, and develop plans to exceed client expectations• Seek to understand disagreements, ensure all perspectives are heard and facilitate a plan for resolution.• Delegate the work appropriately, provide clear expectations and follow up to ensure progress and overcome roadblocks. Identify associates and team priorities based on business direction and adjust when needed.• Lead by example and share knowledge and experiences with associates and team. Create a respectful work environment where you advocate for your team, create accountability, and recognize their accomplishments.• Provide timely feedback to encourage success, ensure accountability, and connect opportunities for my associates’ development.• Identify the right talent to achieve the desired results. Promote and build a diverse cohesive team to accomplish objectives and align associates' skills to fill gaps.