Technical Lead/Supervisor • Managed a Team of 30 Technical Support Analysts• Managing and Maintaining SLA’s at a consistent level by developing, managing operational standards.• Managed process improvement methods and measurements.• Managed an escalation and notification team, creating new procedures and escalation documentation for the supported clients.• Interface with customers, management, knowledge engineers and analyst team members with regards to the content/organization of the service desk knowledge base.• Coach/mentor analysts relating to performance issues.• Participate in Daily Service Review meetings and Service Restoration calls as required.• Monitor, analyze and report on daily adherence, productivity and performance stats for the assigned client using productivity tools.• Perform monthly Call Observation and Ticket Evaluation activities for the SDA team members.• Monitoring ACD systems by using live and historical Avaya/CMS reports.• Interface with customers to resolve pending issues/tickets.• Perform interviews and make decisions on new hires/replacement analyst(s)• 24/7 on-call availability to assist SDA team members to resolve issues.