It Service Delivery Supervisor
CurrentDirected comprehensive on-site and remote IT support and troubleshooting for over 1,500 employees across Windows, Mac OS, and iOS platforms, minimizing downtime and maximizing productivity.As a supervisor for Tier 1 and Tier 2 technical teams, I've orchestrated training and documentation, enforced rigorous SLA monitoring and QA sessions, and served as a key escalation point, significantly enhancing team productivity and service quality.Authored extensive documentation on common and critical IT issues, creating a vital knowledge base that accelerates issue resolution and promotes a culture of self-service.Managed a critical on-call rotation system, providing expert diagnosis and solutions for system outages to ensure high system availability and reliability.Led the transformative restructuring of the service desk team from 9 local to 18 international technicians, facilitating a seamless transition of the original team and integrating new members to bolster our operational capabilities and extend support to a 24/7 model.Regularly met with the operations department to align IT support with business needs, enhancing service delivery and efficiency.
