My main objectives and responsibilities are:• Lead, manage, and mentor a team of process analysts and specialists, ensuring their professional development and engagement.• Set clear performance objectives for the team, conduct regular performance reviews, and provide ongoing feedback and coaching.• Conducting resource planning, workload allocation, and capacity management to ensure on-time delivery.• Participating in hiring and onboarding of new team members, ensuring they are well-integrated into the team and equipped with the necessary tools for success.• Monitoring KPI’s: Track, analyze, and report on process performance using key performance indicators (KPIs) to ensure objectives are being met.• Evaluate existing processes, identifying inefficiencies and recommending improvements• Lead integration projects from end-to-end• Leveraging Lean Six Sigma methodologies to streamline workflows and drive continuous improvement.• Participate in contract renegotiations with key stakeholders, ensuring alignment with operational needs and securing more favorable terms to enhance business outcomes.

Additional responsabilities: ▪︎ Coordinating and mentoring Level 1 and Senior process specialist teams ▪︎Providing continuous improvement to processes, tools and training plans for both L1 and Senior Specialists▪︎Participating in weekly calls with the client to discuss all the changes and improvements on the process▪︎Presenting monthly reports to the client▪︎Acting as the first point of contact for all end user communications▪︎Acting as the first point of contact on all escalations regarding Service Desk's work▪︎Working with application owners to find the best workflow and procedures for both the customer and Service Desk

Acting as the first point of contact for Level 1 agents to guide them and make sure that the best service is delivered to the client▪︎training and mentoring new joiners ▪︎identifying and adressing process knowledge gaps▪︎first point of contact for Major Incidents▪︎processing major incidents according to the good practice of ITIL▪︎ensuring that Standard operation procedures are strictly followed and all SLA's are respected▪︎monitoring reports for SLA's, high priority tickets and ageing tickets▪︎performing Active directory account management such as Onboardings, Offboardings, access changes and UPN changes▪︎preparing weekly reports on the work of all level 1 agents.

Acting as the first point of contact for users regarding technical issues or any IT related questions via phone, email and ticketing system.• Assisting the users with numerous troubleshootings by following relevant SOP's or using the solutions that were found during investigations (either working with L2/L3 or by reading official articles about the subject). • Handling backend accesses in Active Directory, AAD, O365 admin and Exchange admin centers • Managing and creating shared mailboxes, DL's and O365 groups according to the user's business needs• Access management in Sharepoint admin, creation of Sharepoint subsites/groups/apps• Working with ServiceNow dashboards to keep track of the incoming incidents and requests• Log, monitor and update the tickets trough ServiceNow