Collaborate with IT Managers to develop policies and standard operating procedures.Analyze Service Desk performance to identify areas for improvement.Evaluate and mentor Service Desk Analysts, ensuring their training and development.Manage escalations of urgent and complex support issues to the appropriate IT teams.Create and review progress reports and performance metrics to measure IT effectiveness.Provide first-call support for user or site issues related to applications, desktops, networks, and telephony.Responsible for creating, maintaining, and enforcing security protocols for identity and access management to protect the organization and personnel. Strong understanding of access control systems and practices, as well as the ability to identify and manage security risks for identity and access management and maintain sox standards.

Improving the quality and the service of the team, reviewing common incidents and looking for workarounds on common issues, Improving and analyzing service levels for the department, communicating with the business, coordinating outage and escalation issues with the proper areas on the business