• Build and develop the team. Take a leadership role in recruitment, team training, professional development, coaching and retention.• Reviewing UC Service Center Incident Reports and Procedures to proactively identify gaps and develop and execute plans for improvements.• Vendor Management • Perform RMATS duties as required, handle customer escalations, ensuring procedures and processes are clearly defined and followed. After hours support as needed.• Develop, improve and document technical processes and communicate and implement as required across the organization.• Manage ticketing queue• Perform customer MAC/Incident tickets to meet customer SLA's• Assign MAC/Incident tickets to technicians• Respond to customer escalations• Review disputed charges with customers• Meet with any potential new customers• Schedule team on call rotation• Schedule team vacation• Approved expenses• Scheduled vendor/lead led training• Monthly vendor meetings to discuss any product issues, new product releases etc.• Managed vendors• Monthly customer meetings to review all previous months tickets• Provide customer recommendations for upgrades, patches, Preventative Maintenance etc.• Bi-weekly 1 on 1 meetings with each individual on the team to discuss any issues and provide assistance in bringing tickets to closure• Bi-weekly team meetings to brainstorm any ideas, issues etc.• Perform monthly KPI (Key Product Indicator) on team statistics for executive teamo Number of calls closed in the previous montho SLA's met/missedo number of calls per product to determine trendso Tickets Arrived on Timeo Tickets Closed on Timeo Ticket Closure Codes