Schedule, train, and monitor the ISP support staff on a daily basis. Prioritize individual work duties to maximize team efficiency.Meet monthly with direct reports to discuss accomplishments and areas for improvement.Establish, measure, and report on team call metrics. Identify issues and target solutions to stay within the established goals.Provide outstanding customer service and address escalations as needed.Developed positive working relationships with management in other departments to increase customer retention through conflict resolutionWrite and deliver annual performance reviews.Assist with staffing, hiring, creating job descriptions and determining disciplinary action if necessary.